Our organization just underwent a Joint Commission Survey. While the mention of JC surveys has reportedly been known to induce toothache-like symptoms and other psychosomatic complaints in hospital administrators and physicians alike, our own experience in preparing for and undergoing this two day evaluation was fulfilling and rewarding, even pleasant. I suspect that this was because of two factors. The first was that the surveyor we had the fortune to be assigned was a gentleman and a scholar. With his depth of experience in hospital administration and quality improvement, a collegial and exceedingly polite manner, it was a pleasure interacting with him all through the two day period. Not to say that he was lenient in any manner, far from it, as he thoroughly scrutinized all our documentation, policies and processes in the manner of a diligent bloodhound. It was just his manner of requesting information and providing feedback that made the interaction pleasurable. This is our fifth Joint Commission survey and I have to say that this represents the rule rather than the exception, and that JC surveyors are obviously selected for both their competence as well as their exceptional courtesy.
The second factor I believe is the attitude with which we approached the survey, which was open, transparent and receptive to feedback. This makes for a pleasant interaction and good learning.
Joint Commission, and accreditation processes of its nature, is/are important if not critical for healthcare organizations. Having a set of guidelines and expectations to conform to ensures that a certain level of quality is adhered to within an organization. A system of performance evaluation and improvement becomes a part of the DNA of the organization being surveyed. Periodic surveys ensure that the processes do not slip by the wayside. And the educational component of the survey is icing on the cake.
Of course for organizations in the tele space, the survey has a virtual component that includes
videoconferencing (in our case international, with our Operations team at HQ up all night to respond to the surveyor’s queries). But every member of the red-eyed and sleep deprived team was, at the end of the survey charged, invigorated, and inspired to perform to their highest going forward. Clearly the Gold Seal, similar to an Olympic medal or military honour, brings with it an emotional adrenaline boost that encourages the healthcare provider staff to rise above and beyond to resolve to continue to deliver healthcare of the very highest quality and safety.