“There’s only one corner of the universe you can be certain of improving, and that’s your own self.” Aldous Huxley
In the dictionary the word Quality is defined as “an inherent or distinguishing characteristic; or a degree or grade of excellence”.
At Coastal “Quality” is a benchmark for our day-to-day performance. We believe quality can be measured in many different ways, from customer service surveys, on time performance measures, to clinical indicator reviews and run report accuracy just to name a few.
Coastal operates under the same fundamental philosophy as John F. Kennedy, who noted, “The time to repair the roof is when the sun is shining”. To ensure that Coastal remains focused on providing exceptional patient care from the request for service on through to the reimbursement cycle, we have established quality assurance processes to create a culture in which quality, excellence and accuracy is our focus. To this end, each day we look at the transports from the previous day and review how we performed. We measure our on time performance, looking at run reports line-by-line to ensure we have met our protocol requirements. We make certain the crews have gathered the appropriate information allowing us to properly bill on behalf of the patients while maintaining compliance with all Medicare, Medicaid and other healthcare regulations.
Routinely we conduct audits in all divisions of the company to guarantee we are adhering to our policies, procedures and practices. Some of the audits performed include:
HIPAA compliance, employee certification monitoring, cardiac monitor calibrations, infection control documentation, on board evaluations, and controlled medicinal accountability.
Voice and radio recording audits, Data entry audits, HIPAA compliance, petty cash reconciliation, and off site testing to ensure our ability to operate in the event conditions force us out of our facility.