Customer service has always been paramount to Reading Emergency Unit, Inc. Our mission reflects our dedication to providing the highest level of pehospital care in a team-based environment. In essence, we provide personal compassionate and caring touch to each and every patient.
Customer service is measured and evaluated through our responses to written and verbal surveys and procedures for complaint management.
Reading Emergency Unit, Inc. Quality Assurance and Quality Improvement plan (QA/QI) is designed to review and evaluate the delivery of safe, efficient and cost effective patient care with the highest level of quality and professionalism in mind. To ensure all patients’ needs are met, protocols, policies, and procedures have been created as guidelines for measuring quality in-patient care and transport management. The QA/QI committee (responsible for the implementation of the QA/QI Plan) includes experienced interdisciplinary patient care providers and administrative team memebers who are committed to quality performance and customer satisfaction.
A QA/QI review process is established and addresses clinical and operational indicators. Information gathering, follow-up procedures, and incident reporting are designed to promote and support system procedure analysis. The objective is to gather information that leads to system analysis and improvements in providing services and delivering patient care. QA/QI is based upon the concept that problems are caused by individuals only 10% of the time and 90% of the time, the problem occurs as a system design flaw or deficiency. The information gathering process and reporting is used to appropriately evaluate system design, policies and procedures, and patient care delivery. All information is reviewed by the QA/QI committee. A summary of information is reported to Administration for review. Confidentiality of information is always maintained.