Medica Administrative Manual > Health Management and Quality Improvement > Clinic Site Survey
Clinic Site Survey
The Clinic Site Survey program supports Medica's commitment to safe, consistent, high-quality health care for our members. Reviewers from the Quality Improvement department assess quality, safety and accessibility at care delivery sites.
Practitioner Office Site-Related Complaint Survey
Medica conducts a Practitioner Office Site-Related Complaint Survey in response to member complaints about a clinic's site quality. The reviewer assesses the clinic's:
- Environment (physical appearance, accessibility, signage)
- Policies (governing emergency procedures, medical record confidentiality, member complaints)
- Medical records (organization, storage, security)
- Access (routine and emergency appointment availability)
- Medication safety (storage, security, controlled substance management)
Service Quality Evaluations/Access Evaluations
Medica conducts Service Quality Evaluations/Access Evaluations in conjunction with annual medical record reviews. These evaluations assess:
- Environment (physical appearance)
- Policies (hand hygiene)
- Access (routine/emergency appointment availability)
- Medication safety (storage, security, controlled substance management)
View the following evaluation tools:
The Review Process
Reviewers use standardized assessment tools to perform and score site surveys. While on-site, the reviewer tabulates the results and produces a report stating the site's overall score and listing any improvement opportunities. the site's representatives receive a copy of this report immediately.
Next Steps
Any site that does not meet performance thresholds will need to implement a corrective action plan. A reviewer will return to the site at least every six months to check progress and re-evaluate performance. This regular monitoring continues until the site meets performance thresholds.