After the merger. Quality assurance for combined services

The Patient Support Services Supervisory/Lead Staff have adapted well to using the MQAI format. We had always used a Quality control of Inspection sheet internally to evaluated performance levels, correct problems and generate work orders. Interviewing patients directly on a random basis was first approached with some fear and reticence. However, the positive comments, especially about the friendliness of our staff, made the task more enjoyable. The input of the nurse or area manager has been more difficult to obtain because of busy work schedules. We receive mostly favorable marks about our staff's service, quality and attitude. The most consistent feedback reflects the desire of area managers to have a dedicated support service person for their unit. This is not based on job performance, but personality, a support person who "fits in" with the other unit staff. This is probably a result of a clear shift to a patient centered care of "team" concept. From the MQAI form, we still generate many work orders for the engineering department and seek to correct housekeeping deficiencies. The problem area that seems to stand out is carpet spotting and odor. We have come to the conclusion that due to rising patient acuity levels, carpeting simply does not belong in a patient room. A program to replace carpeted patient rooms, one at a time if necessary, has been initiated. By constant repetition, our staff knows the hospital codes, safety procedures and universal precautions. We are proud to say, the most "appropriate action" based on our Quality Assessment and Improvement Plan has been to congratulate our staff for a job well done.