Frequently Asked Questions

Frequently Asked Questions

What is QAPI and how does it relate to CQI, QA, QI, and TQM?

The Centers for Medicare & Medicaid Services (CMS) is a Federal agency within the U.S. Department of Health and Human Services (DHHS). The CMS requires all health care facilities to establish a Quality Assessment and Performance Improvement (QAPI) program that demonstrates a commitment to the goal of ensuring high-quality and cost-effective care. A written report with required documentation must be submitted to the CMS.

CQI, QA, QI, and TQM are common acronyms for quality programs that health care facilities establish to meet the requirements of QAPI.

Sometimes I just get upset and want to tell someone off, but I know this only creates more of a problem. How can I give a person feedback without offending him or her?

The best approach is to use constructive criticism. Constructive criticism is designed to improve a person’s outlook or performance. It is given respectfully and is:

* Specific

* Designed to seek a solution

* Positive about some aspect(s) of the receiver

* Sensitive

* Empathetic

* Given in private

* Honest

* Clear

What is the difference between an internal and external customer?

Internal customers are people who work in the health care industry, for example, office workers, pharmaceutical suppliers, etc. External customers are the people who come to a provider for services, that is, the patient, the client.