At Illinois CancerCare, the Department of Quality Assurance [QA] works with patients, caregivers, physicians, and staff to ensure the overall experience for service and process, exceeds your expectations, every time.
The priorities of the QA Department include patient services, clinical risk management and data resource management.
The Department is made up of the following areas:
- Patient Services
- Process Improvement
- Patient Safety and Risk Management
- Audit & Compliance
Patient Service/Recovery Advocates
All of our employees are trained to provide excellent patient services. Sometimes even with our best efforts, a patient or caregiver may become dissatisfied. When a patient is not satisfied with any aspect of their visit, the QA Department leads the charge in finding out what happened, why it happened, and how we can improve the situation [when possible].
In addition to training, many of our employees have joined a program we affectionately call Patient Service/Recovery. The purpose of the program is to make sure that every patient coming into any of our facilities receives exceptional service throughout the entire visit. When exceptional service is not provided, as identified by the patient or caregiver, our staff is trained to work with each individual patient or caregiver to resolve the issue [when possible]. Issues that cannot be resolved immediately are directed to the QA Department.
The staff who go through additional patient service/recovery training and activities are called Patient Service/Recovery Advocates. We have advocates in every department. If you want to speak with an advocate, just ask any of our staff members and if they are not already an advocate, they will make sure one speaks with you during your visit.
Patient Services Line [ 309-243-3456]
In addition to our dedicated advocates, we have a patient services phone line available 24 hours a day to patients and/or their family members. The purpose of the phone line is to make sure patients and/or their family members have the opportunity to voice any concerns or suggestions to the QA Department. If you would like to speak with someone from the QA Department, please leave a message with your first and last name, phone number [with area code], and your suggestion(s) or concern(s). Your call will be returned the following business day.
Patient Safety and Risk Management
Through the Patient Safety and Risk Management Program at Illinois CancerCare we ensure the continuous improvement of safety for all of our patients, caregivers, and staff.
We encourage a culture that ensures confidentiality and support for all are issues that can result in a patient safety or risk incident or complaint.
The QA staff and nurses have worked to make sure we lessen the chance for errors from wrong procedure, incorrect information being put in to the electronic patient charts, and incorrect charges by making sure we know who the patient name and date of birth ? for every procedure ? every time.
As a patient, when you arrive at our facility, you will be given a wristband with your name and date of birth. The check-in receptionists will ask you to verify the information on your wristband and apply it to your wrist. When you are called back in every location, you will be asked to state your name and date of birth. Checking wristbands increases patient safety and our efficiency. Please do not remove your wristband until you are ready to exit the building. The check-in receptionists near the front entrance will be happy to assist you in removing the wristband if you wish.
Safety Event Reporting System
Illinois CancerCare has an online reporting system that allows staff to report any near miss or patient event. This system allows the Compliance Department to work with nurses, pharmacy staff, and others to make sure patient safety issues are addressed immediately.
Patients Role In Safety
We want to make sure that you take an active role in your care. As a patient, you have rights and responsibilities. If you are concerned with your care, you are encouraged to speak with your physician, your nurse, or contact the QA Department. If you feel uncomfortable speaking directly with your provider, you can call the patient services line at 309.243.3456 and someone from the QA department will assist you with a process that will be most comfortable for you and your family.
It is our desire that you are cared for when you are on Illinois CancerCare property. If you fall in the parking lot or in one of our buildings or experience any other sort of mishap, we want you to let us know. Please let a staff person know or if you prefer call our patient services line at 309.243.3456.
Audit & Compliance
The Audit and Compliance Program at Illinois CancerCare involves the monitoring of many processes and systems in use at Illinois CancerCare, identifying trends, and maintaining compliance with established standards. Findings are reported to our internal medical peer review committee and/or to other QA committees, the Illinois CancerCare Physicians Group, and management teams.
The Compliance Coordinator oversees all medical peer review audits and process improvement audits. The manager also reviews some risk management audits.
Reliable data and ongoing analysis of process measures makes our program beneficial for patients and for our physicians. It is the use of this data to make decisions that positively impacts our patients and makes our program of auditing and compliance well worth the efforts being put into it.