Quality Assurance Manual






Quality Assurance

Quality improvement (QI) is an explicit, evidence-based process for evaluating and improving processes and systems. Quality improvement requires: 1) careful planning, 2) the identification of appropriate personnel to execute and monitor the quality improvement plan and 3) ongoing education for health care professionals and client companies on the plan and its projected outcomes. Because of their diversity, occupational health programs require an integrated quality improvement framework that recognizes contributing products and services and the linkages necessary for enhanced efficiency and effectiveness. The framework defines the various components of a quality program and incorporates them in an action plan to simplify implementation.


Introduction 3

Quality Improvement Plan 7

Performance Standards 9

Satisfaction Surveys 13

Treatment Standards & Outcomes 16