Donna Laurent, R.N., B.S.N., C.L.N.C. Director of Client Services
Client Services:Focus on Quality and Patient Satisfaction
C & M offers a variety of services to client hospitals, with a focus on quality and patient satisfaction. Maintaining a constant presence in our client hospitals is an essential aspect of our services, with team members attending monthly emergency department committee meetings, medical staff meetings, and other hospital gatherings as needed. An on-call service is available twenty-four hours a day to address clinical issues.
Team members are also available to assist hospitals in the development of ED policies and procedures, as well as assisting in preparations for JCAHO reviews. Performance improvement, physician counseling and response to patient/hospital concerns are other aspects of C & M's efforts to sustain quality emergency department operations.
Quality improvement initiatives are a hallmark of C & M Medical Services, which are provided through consultation on issues such as peer review, patient satisfaction, ED redesign, bedside registration, and triage development. C & M team members are available to perform patient satisfaction surveys and conduct patient focus groups to assist hospitals in planning and redesigning patient care processes to meet the expectations of their communities.
With recent advancements in technology, C & M provides computer/information management services to client hospitals to enhance efficiency and accuracy. C & M also offers training, educational in-services related to EMTALA, documentation, and risk management issues, as well as monthly ACLS and PALS courses.
Because compliance and EMTALA are major issues in every emergency department, C & M offers training and consultation to ensure that staff are well-informed and that ED records and forms are EMTALA compliant. Clinical and risk management matters are also critical, so C & M works closely with each hospital ED medical director, providing risk management services, new physician and new medical director orientation, and serves as resource to clients on ED operations and management.