Quality and Patient Satisfaction

At Angel Medical Center, our continuous pursuit of quality is evident in our health care services, state-of-the-art technology, and dedicated staff as well as the following:

• Our organization is committed to patient satisfaction and service excellence. To achieve that end, hospital staff are involved in an organization-wide customer service program.

• Angel Medical Center adopted a model for quality improvement that focuses on achieving desired outcomes and patient satisfaction.

• Ensuring patient safety is an essential goal at Angel Medical Center, as demonstrated by such groups as the Patient Safety Team, Medication Usage Review Group, and Environment of Care Team.

• The organization is fully accredited by the Joint Commission on Accreditation of Healthcare Organizations and has other accreditations and memberships.

• Angel Medical Center has a 119 member medical staff, the majority of whom are board certified.

Customer Service Program

Angel Medical Center employees are focused on patient satisfaction. January 2003 marked the roll-out of a 5-Star Customer Service Plan. The program is comprehensive, and includes leadership planning, implementation of service standards, improving our processes and policies, and measuring customer service internally and in comparison to other hospitals.

Model for Quality Improvement

Angel Medical Center has a model for improving quality and performance that reflects the organization’s mission. Using this model, staff strive to:

· Identify and prioritize opportunities to improve patient care and satisfaction
· Collect data to measure quality
· Analyze the data that is collected
· Make changes to improve
· Ensure that the changes result in an improvement

The Continuous Quality Improvement (CQI) Council has the responsibility for oversight of the Quality Improvement program, with the ultimate goal of continuously improving processes, outcomes, safety and patient satisfaction.

Patient Safety

Angel Medical Center strives to provide safe delivery of health care services in an injury-free environment, and to actively reduce risk by recognizing and taking action to eliminate hazardous conditions. Safety is incorporated and communicated in all aspects of the health care environment.

Accreditations and Memberships

In October 2002 Angel Medical Center completed it’s most recent evaluation by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) - for the Hospital, Laboratory, and Home Health and Hospice – and the organization received a full three-year accreditation. Angel Medical Center has been fully accredited since 1984.

In addition, Angel Medical Center is a member of the American Hospital Association and is licensed by the State of North Carolina, Department of Human Resources.