Office Phones • The Agency staff are encouraged to use the phones in the office to contact patients/clients, physicians, other staff, and community resources. • Personal calls should be limited in duration and locality. • Long distance lines are to be used for agency business only. Telephone Courtesy When receiving or making a business telephone call remember that you represent the Agency to the other person on the line. Good telephone etiquette includes: • Answer the phone promptly and courteously. • Identify yourself and the Agency. • Always offer assistance. • Always take complete messages, including date, time, and phone number. • Attempt to transfer calls at a minimum. • Have someone receive your calls when you are away. • Close your calls in a courteous manner. Quality Assessment Performance Improvement (QAPI) The purpose of the Quality Assessment Performance Improvement (QAPI) Program is to enhance the organization’s performance by fulfilling the mission and philosophy. The program is ongoing and focused on patient/client outcomes that are measurable. Our delivery systems are reviewed and analyzed in order to provide quality care and outcomes. We are dedicated to responding to the needs of our customers. Our customers are defined as patients/clients, physicians, employees, the community, and payer sources. The Agency will attempt to do the right thing, to accomplish the right outcome, and treat the patient/client in a caring and respectful manner. It is an effective, ongoing, data driven, and agency- wide program that is collaborative in effort and includes all departments and disciplines. We develop important measures/indicators that focus on the following: • Patient/client care through audits of both active and discharged patient/client charts • Agency processes • Patient/client satisfaction surveys • Perceived or potential problem areas
