ED-Q Self Assessment
Define qualtiy - ANS-conformance to requirements, degree or grade of excellence
Define quality assurance - ANS-the process of measuring and evaluating various
aspects of performance against the accepted standards
Define quality improvement - ANS-a total system approach to continuously improving
products and services
Define quality management - ANS-an umbrella term that encompasses all of the quality
assurance and quality improvement efforts and strategies that an organization employs
List the five objectives of quality management - ANS-1. Ensure that employees
understand their duties
2. Measure and evaluate employee compliance relevant to their duties
3. Thoroughly review the effects of compliance, evaluating, effectiveness, accuracy, and
safety
4. Track individual and system performance over time
5. Make the necessary changes and assure subsequent improvements in compliance
through continuing education and feedback to both the employee and manager.
List the six steps o the quality management cycle - ANS-1. Routine Review
2. Identify Issues
3. Identify Solutions
4. Take Action
5. Evaluate Action
6. Improve Performance
, It is vitally important that thew quality management system focuses just as much (or
more) on what is already working well within the organization as it does on areas in
need of improvement. (True or False?) - ANS-True
_________ oversee goal setting and then allow the group to identify ways to meet the
goals.
a. Change managers
b. Change leaders - ANS-b. change leaders
Describe the role of the Emergency Dispatch Quality Assurance Specialist (ED-Q) -
ANS-The ED-Q's primary purpose is the objectively and consistently measure system
performance through random and focused case reviews. ED-Qs compare current
performance to minimum expectations (the ED-Q Performance Standards). In addition
to identifying incorrect use of the protocol, ED-Qs should acknowledge and highlight
exemplary performance.
Describe the role of the Quality Assurance Unit (QAU). - ANS-Members of the QAU are
responsible for ongoing random and focused case reviews. They are also responsible
for tracking trends that arise in the communication center.
Describe the role of the Dispatch Review Committee (DRC). - ANS-The Dispatch
Review Committee (DRC) is a middle-management working group responsible for
formally reviewing compliance reports generated by the QAU for individuals , shifts, and
the entire communication center. The DRC looks at and analyzes both problematic and
exemplary cases. The DRC also implements and follows through on all report forms,
tracking mechanisms, quality assurance processes, and operational feedback reviews.
Describe the role of the Dispatch Steering Committee (DSC). - ANS-The purpose of the
Dispatch Steering Committee (DSC) is to make final decisions and approve or
disapprove policy as recommended by the DRC.
ED-Qs may not review calls or act in the role of ED-Q for a discipline in which they are
not certified.
a. true
b. false - ANS-a. true
Which one of the following groups is responsible for drafting policies for the
communication center?
Define qualtiy - ANS-conformance to requirements, degree or grade of excellence
Define quality assurance - ANS-the process of measuring and evaluating various
aspects of performance against the accepted standards
Define quality improvement - ANS-a total system approach to continuously improving
products and services
Define quality management - ANS-an umbrella term that encompasses all of the quality
assurance and quality improvement efforts and strategies that an organization employs
List the five objectives of quality management - ANS-1. Ensure that employees
understand their duties
2. Measure and evaluate employee compliance relevant to their duties
3. Thoroughly review the effects of compliance, evaluating, effectiveness, accuracy, and
safety
4. Track individual and system performance over time
5. Make the necessary changes and assure subsequent improvements in compliance
through continuing education and feedback to both the employee and manager.
List the six steps o the quality management cycle - ANS-1. Routine Review
2. Identify Issues
3. Identify Solutions
4. Take Action
5. Evaluate Action
6. Improve Performance
, It is vitally important that thew quality management system focuses just as much (or
more) on what is already working well within the organization as it does on areas in
need of improvement. (True or False?) - ANS-True
_________ oversee goal setting and then allow the group to identify ways to meet the
goals.
a. Change managers
b. Change leaders - ANS-b. change leaders
Describe the role of the Emergency Dispatch Quality Assurance Specialist (ED-Q) -
ANS-The ED-Q's primary purpose is the objectively and consistently measure system
performance through random and focused case reviews. ED-Qs compare current
performance to minimum expectations (the ED-Q Performance Standards). In addition
to identifying incorrect use of the protocol, ED-Qs should acknowledge and highlight
exemplary performance.
Describe the role of the Quality Assurance Unit (QAU). - ANS-Members of the QAU are
responsible for ongoing random and focused case reviews. They are also responsible
for tracking trends that arise in the communication center.
Describe the role of the Dispatch Review Committee (DRC). - ANS-The Dispatch
Review Committee (DRC) is a middle-management working group responsible for
formally reviewing compliance reports generated by the QAU for individuals , shifts, and
the entire communication center. The DRC looks at and analyzes both problematic and
exemplary cases. The DRC also implements and follows through on all report forms,
tracking mechanisms, quality assurance processes, and operational feedback reviews.
Describe the role of the Dispatch Steering Committee (DSC). - ANS-The purpose of the
Dispatch Steering Committee (DSC) is to make final decisions and approve or
disapprove policy as recommended by the DRC.
ED-Qs may not review calls or act in the role of ED-Q for a discipline in which they are
not certified.
a. true
b. false - ANS-a. true
Which one of the following groups is responsible for drafting policies for the
communication center?
