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Quality and Cost Programs

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, hand hygiene)
  • Medical records (organization, storage, security)
  • Access (routine and emergency appointment availability)
  • Medication safety (storage, security, controlled substance management)

View Practitioner Office Site-Related Complaint Survey Tool »


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.

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