QUALITY ASSURANCE PLAN

Phoenix Cancer Support Network has a thorough and ongoing quality assurance program plan in place. The two-level process is a proactive approach to problem identification, followed by immediate issue resolution. The PCSN management team is armed with tools, knowledge, and resources to quickly identify resolve and monitor the results while maintaining problem free service for our clients.

  1. Proactive Program Identification- quickly identify issues in advance and solve the problem before it becomes visible to the customer.
  2. Fast Response- quickly resolve issues and return service to normal levels.

PERFORMANCE MONITORING

PCSN is a customer service and data driven company. We utilize a client satisfaction survey to track performance data of our team members and vendors, provide real time feedback for operational improvements, and to set goals for continuous improvement in all areas of the organization. The critical feedback that we receive from our clients is monitored to ensure our service level meets and exceeds both client and internal expectations. These metrics include statistics around the clients

  • Likelihood to recommend PCSN to others
  • Satisfaction with the level of service they received from PCSN team members and contracted vendors
  • Quality of services provided by PCSN

PCSN provides an online survey as well as a hard copy survey form in order to conduct performance and gap analyses for all clients. In addition, quarterly reviews related to our service and performance is available to our clients to ensure we are exceeding expectations.

PROACTIVE PROBLEM IDENTIFICATION

We monitor a wide variety of indicators to identify issues in advance before they have a negative customer impact.

Primary Indicators

  • Funding
  • Third Party due diligence and oversight
  • Customer Surveys and Satisfaction levels
  • Staffing levels
  • Incident Reporting and Tracking

FUNDING

It is essential that PCSN maintains adequate levels of working capital in its enterprise funds to mitigate current and future risks (e.g., revenue shortfalls and unanticipated expenses) and to ensure stable services.

In order to determine the appropriate levels of working capital in enterprise funds, PCSN must maintain a target amount of capital as outlined in our financial plan.

PCSN will maintain a Reserves policy to ensure the stability of the mission, programs, employment, and ongoing operations of the organization and to provide a source of internal funds for organizational priorities such as office space, programmatic opportunities, and capacity building.

THIRD PARTY DUE DILIGENCE AND OVERSIGHT

The Board of Directors is responsible for planning, directing and controlling the organization's affairs.  In an effort to enhance the services provided to our clients, PCSN often partners with outside parties. Due diligence reviews are required prior to entering into any arrangement with a third party. The purpose of this policy is to set forth the guidelines for management and staff to use in establishing and maintaining due diligence policies and procedures in order to minimize the risk of unanticipated costs, legal disputes, and client dissatisfaction.  

CUSTOMER SERVEY AND SATISFACTION LEVELS

Measuring our client’s experience of care and treatment highlights areas that need to improve to provide a patient-led healthcare experience. Patient experience surveys allow PCSN to study patterns and trends and see how common certain experiences are. They show if a problem is occurring more or less frequently over time and the types of people who are most likely to experience it. Our questions are developed with clients before they are used to be sure they are appropriate.

STAFFING LEVELS

Critical to our ability to identify problems in advance, is scheduling the appropriate staffing to handle the requirements of our clients. Our board of directors review staffing on a monthly basis and adjust resources accordingly.

INCIDENT REPORTING AND TRACKING

All client complaints must be immediately reported to the board of directors. The following procedures apply in all cases.

  • In all instances where it is apparent or suspected that a patient or caregiver is in distress or harm’s way, PCSN team members must immediately contact 911.
  • If the situation does not require emergency services, the PCSN team member immediately notifies either the CMO or Medical Director.

All PCSN team members are held responsible for safe work performance and compliance with the Safety and Health policy. All team members are rated on safe work performance.

Team member health and safety is our priority at PCSN. Team members play an important role in the prevention of job-related accidents by reporting any unsafe conditions to the board of directors.

FAST RESPONSE

At a minimum, 95% of our focus and efforts is based on early problem identification and resolution. That being said, even the best-prepared organization will experience excursions. We have established a Post Incident Review Process which is conducted by the board of directors.

In the event of an issue, the board is convened to present a clear and complete picture of the problem and identify options. Each team member is solicited for data and input based on their area of expertise. We use a consensus decision-making process to decide on a path forward.

Following the short term solution implementation and return to normal operations, the team will reconvene 72 hours for a Post Incident review of the issue. The Post Incident is based on the classic 7-Step Problem-Solving methodology (including data collection, brainstorming, fishbone analysis, trial solutions, monitoring and iterative problem-solving implementations) to help uncover root cause issues and sustaining solutions that will improve our operations and customer performance for the foreseeable future.

QUALITY ASSURANCE SURVALIANCE SUMMARY

TASK

PERFORMANCE MEASURE

STANDARDS

PLAN OF ACTION

Capacity and Resource Utilization

Daily

100%

PCSN maintains an active resource list for clients that is reviewed and updated as new information becomes available

Client response time

Daily

98% or better

Clients will receive response within 1 hour of contact even if it is just an update.

Quality and Safety

Ongoing

100%

Ongoing survey and client feedback evaluations are completed and communicated back to the board of directors to be reviewed as a team to identify any trends or potential issues.