Quality 19.1 There is a quality improvement ED/UCC quality plan demonstrating requirements that Document review ED Onsite improvement is a plan for the ED/UCC that has: has been evaluated Staff interview planned clear links to whole of hospital coordinated activity strategic quality initiatives timeframes, responsibilities evaluation resulted in improvement PATIENT EXPERIENCE Patient experience 20.1 The analysis of patient Recommendations from patient experience assessment Document review Onsite IA and ED is periodically experience/satisfaction in ED/UCC is implemented and evaluated e.g. evaluated with undertaken and analysed periodically to Understanding of discharge self-management appropriate tools in improve quality of care Understanding of medication management the ED/UCC Understanding of follow up appointment according to organisation policy Patient complaints 21.1 There is analysis and action in Complaints policy and procedure Document review Onsite IA in the ED/UCC are relation to ED/UCC complaints Analysis of complaints process effectiveness (timeliness resolved within and resolution) Staff Interview Timely response to complaints organisational Majority of complaints timelines resolved INFRASTRUCTURE
Quality improvement is a planned coordinated activity 19.1 There is a quality improvement plan for the ED/UCC that has: clear links to whole of hospital strategic quality initiatives timeframes, responsibilities evaluation resulted in improvement ED/UCC quality plan demonstrating requirements that has been evaluated Document review Staff interview Onsite ED PATIENT EXPERIENCE Patient experience is periodically evaluated with appropriate tools in the ED/UCC according to organisation policy 20.1 The analysis of patient experience/satisfaction in ED/UCC is undertaken and analysed periodically to improve quality of care Recommendations from patient experience assessment implemented and evaluated e.g. Understanding of discharge self-management Understanding of medication management Understanding of follow up appointment Document review Onsite IA and ED Patient complaints in the ED/UCC are resolved within organisational timelines 21.1 There is analysis and action in relation to ED/UCC complaints Timely response to complaints Majority of complaints resolved Complaints policy and procedure Analysis of complaints process effectiveness (timeliness and resolution) Document review Staff Interview Onsite IA INFRASTRUCTURE
vmia_ecucc_internal_audit_tool_consultation_d17-114744.docx