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Quality & Safety

Quality & Safety

Defining Quality

CHC is here to provide quality care to everyone who walks through our doors. No matter who you are, where you come from, or what you are struggling with, we are here to help. To us, quality care means everything about your health care experience with us will be delivered with respect, care, and compassion.

Our Quality and Compliance Department is committed to steer organizational efforts to this end.

What Is The Philosophy Of CHC’s Quality And Safety Approach?  

The guiding principles for CHC’s quality and safety program is:

  • To develop a continuous improvement plan based on self-assessment against internal and external benchmarks, standards and goals.
  • Leadership is held accountable to inspire employees to participate in identifying practice improvement opportunities, create diverse workgroups, and utilize data to effectuate transformation and the standardization of practice through policies, procedures, or protocols.

Measuring Quality And Safety

What Organizations And Programs Help CHC Measure And Improve Quality?

NCQA

National Committee for Quality Assurance

National Committee for Quality Assurance is an organization that strives to improve the quality of health care so they can achieve their vision for better health care, better choices and better health. They use science to guide health care into new and improved methods to help more people across the United States. CHC is recognized as a Patient-Centered Medical Home, which NCQA defines as:

"The patient-centered medical home [PCMH] is a model of care that puts patients at the forefront of care. PCMHs build better relationships between patients and their clinical care teams. 
 
Research shows that PCMHs improve quality and the patient experience, and increase staff satisfaction—while reducing health care costs. Practices that earn recognition have made a commitment to continuous quality improvement and a patient-centered approach to care."

ACO & C3

Medicare Accountable Care Organization & Community Care Cooperative

CHC also participates in a Medicaid and Medicare Accountable Care Organization (ACO), Community Care Cooperative (C3),  whose organizational goals inform CHC’s care delivery and attention to strategies to help address and improve equitable quality care.

Participation within C3 has enhanced CHC’s transition to an accountable care environment as well, allowing CHC to be part of a larger community of community health centers dedicated to celebrating the value of diversity, pursuing racial justice, practicing cultural humility, and continuously improving to attain equity in health care. Staying connected to this organization is very important to CHC as it enhances our mission, values, and quality of care.

For a copy of C3 Notification of Privacy Practices - click here

CHC also participates in site visits every three years from the Health Resources & Services Administration (HRSA) to confirm CHC is keeping up with quality standards.

Medicare Making Care Primary - English

Medicare Making Care Primary - Spanish

Patient Satisfaction

Our patients’ satisfaction and experience is important to us. Between comment cards, follow-up calls, receiving feedback through our website, and our annual Patient Satisfaction Survey, we are constantly receiving comments that we can then use to improve our services and care.

Thank you for speaking up – we hear you and want the time you spend with us to be as helpful as possible.

Patient Safety

Our commitment to patient safety keeps our team members accountable to your care.

We are constantly looking to improve the way we care for our patients and work together to share information and make sure we are doing our utmost for you. Through trainings, we also stay up to date on protocols and guidance. When a safety concern is experienced and shared through our compliance reporting system, leadership looks to identify why and how the incident happened instead of the “who”, so the concern can be promptly addressed, resolved, and new processes can be communicated to enable improvement.

Community Health Connections is committed to investigating all reports of unethical or inappropriate activity. For more information regarding the compliance hotline and examples of what compliance issues may be, CLICK HERE 
 
Confidential Compliance Hotline: 978-878-8353.

We welcome you and your family as patients and encourage you to take an active role in your health care. Here’s how:

  • Read your Patients’ Rights and Responsibilities. These are available in our New Patient Forms on our website in English, Spanish, and Portuguese. You can also request this document at any appointment.
  • Ask for an interpreter if you prefer care in a language other than English. CHC offers in-person, phone, and video interpreter services in a variety of languages.
  • Ask your providers questions, especially if something is unclear or doesn’t seem right. It doesn’t hurt to ask to make sure you and your provider are understanding each other.

Awards & Recognition

HRSA has awarded CHC with its "Access Enhancer", "Health Disparities Reducer", and "Advancing HIT For Quality" recognition for 2023! This means CHC has met all criteria to optimize services that advance telehealth, patient engagement, interoperability, and collection of social determinants of health to increase access to care and advance quality of care. 

HRSA has awarded CHC with Patient-Centered Medical Home recognition annually since 2011 and annual recognition for a Distinction in Integrated Behavioral Health since 2022.

 

 

 

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