What is considered the best form of Quality Assurance/Quality Improvement (QA/QI)?

The best form of Quality Assurance/Quality Improvement (QA/QI) is a system of random call review because it allows for an objective assessment of emergency medical dispatch practices in real-time. By conducting random reviews, dispatchers can receive unbiased critiques on their performance, adherence to protocols, and communication skills. This method not only helps identify areas for improvement but also ensures that a wide range of dispatch scenarios is evaluated, providing a comprehensive overview of performance.

Random call reviews can help maintain consistency and accountability among dispatchers since they are not solely reliant on scheduled audits or feedback from specific situations. Consistent evaluation through random sampling ensures that every dispatcher has opportunities for growth and can be recognized for exemplary performance, fostering a culture of continuous improvement.

On the other hand, other options such as annual audits or feedback from callers lack the immediacy and thoroughness that random call reviews provide. Annual audits may miss ongoing issues and do not allow for prompt corrective action, while feedback from callers can be subjective and limited, often reflecting only a portion of the dispatcher’s performance. Continuous training is beneficial but not a form of QA/QI on its own, as it requires the context of performance evaluations to effectively guide the training efforts.