Quality Assurance Officer Course

1. Quality Assurance Officer Course District Chief Mike McAdams Montgomery County Fire Rescue Services

2. Quality Assurance Officer Course Design • Vision – To provide a foundation of information, process and resources for the Quality Assurance Officer (QAO) and those involved in Quality Assurance/Quality Improvement activities.

3. Quality Assurance Officer • Objectives • Review the regulation, law, policy or procedure that provides direction, responsibility and authority to the QAO. • Provide an information model to educate the system about QA. • Provide definitions about QA.

4. Quality Assurance Officer • Provide a job description for the QAO. • Provide a guide to fact finding for the QAO.

5. Quality Assurance Officer • Provide an introduction to gathering, analysis, dissemination, and application of data. • Provide a sampling of customer service measurement tools.

6. Quality Assurance Officer 8. Define the role and position of the Medical Director in your organization.

7. Quality Assurance Officer Document Review Regulation COMAR Title 30 Policy/Procedure NFA: Developing effective SOP’s for Fire and EMS Departments

8. Quality Assurance Officer • Title 30 components • Medical Director • Quality Assurance Plan • Medical Review Committee

9. Quality Assurance Officer • Think outside your organization • Stake Holders • Identify them • Partner with them • Incorporate them into the plan

10. Quality Assurance Officer Educational Process Awareness Integration bottom to top Expectations - put it in writing

11. Quality Assurance Officer • Application put it in writing • Resource: • Informational Bulletin • PPT presentation

12. Quality Assurance Officer Quality Assurance Definitions What are you talking about? Handout Reference NHTSA Leadership Guide to Quality Assurance

13. Quality Assurance Officer Quality Assurance Officer Job Description Review written model

14. Quality Assurance Officer Fact Finding “ Just the Facts” Reference: Fact Finding Handout Resource: Council on Education

15. Quality Assurance Officer • Fact Finding • Local Authority/Responsibility • MIEMSS “I’m not touching that!”

16. Quality Assurance Officer • Confidentiality • Non-Discoverability

17. Quality Assurance Officer Customer Service “Measuring what we do” “Say what you are going to do Do what you say Measure it Publish it”

18. Quality Assurance Officer • Customer Service • Mail Out survey • Telephone survey • Focus Group • Linking the information back to the system and provider.

19. Quality Assurance Officer Role of the Medical Director Oversight Direct- specific event Indirect- trends in the system

20. Quality Assurance Officer • Field Presence • Chain of Command • Communication to system

21. Quality Assurance Officer • Remedial Education • Written Project • Training (class) • Drill

22. Quality Assurance Officer Remedial Education VS Discipline

23. Quality Assurance Officer Data Fire Data Analysis FEMA Fire Data Analysis Handbook

24. Quality Assurance Officer • Managing For Results (MFR) • Performance Indicators (IAFF)

25. Quality Assurance Officer • Where do I get Information about QA/QI, investigations, etc? • List attached

26. Quality Assurance Officer • Questions/Comments

27. Quality Assurance Officer • Contacts • District Chief Mike McAdams • Montgomery County Fire Rescue • 101 Monroe Street 12 th Floor • Rockville, Maryland 20850 • 240-777-2425 • michael.mcadams@montgomerycounty.md.gov