Quality

What You Can Do to Promote Quality and Safety

As a patient, you have the right to expect the services you receive to be delivered safely and correctly every time. You also have the responsibility to actively participate in your own care. By researching health care quality and safety information, you can make better-informed choices.

Various official agencies and special interest groups monitor the quality of medical care in the United States.  Click on the links below to see a selection of reputable agencies that can provide independent information about care and data evaluating Alameda Health System.

Centers for Medicare & Medicaid Services (CMS) Hospital Compare
Hospital Compare was created through the efforts of the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services (HHS), along with the Hospital Quality Alliance (HQA). The HQA is a public-private collaboration established to promote reporting on hospital quality of care measures, including patient experience, process and outcomes.

Consumer Reports (requires paid subscription)
Consumer Reports now rates hospitals on measures including overall patient satisfaction, attentiveness of hospital staff, effectiveness of communication and more.

The Joint Commission
An independent, not-for-profit organization, The Joint Commission accredits and certifies nearly 15,000 health care organizations and programs in the United States. Joint Commission accreditation and certification is recognized nationwide as a symbol of quality.  Each organization and program has a quality report available online.

Determine the Quality of Your Care

The quality of health care varies by provider and organization. You can compare a number of indicators as you research health care quality. Together, these indicators may serve as a helpful measure of where to find the safest, highest-quality care for your medical needs.

Credentials

Hospitals, Clinics and Health Care Programs
The Joint Commission, an independent, not-for-profit organization, is the nation's largest health care regulating organization. Joint Commission accreditation and certification is recognized nationwide and reflects an organization's commitment to meeting certain performance standards. For information on accredited hospitals, certified programs and more, visit The Joint Commission Web site.

Physicians
Board certification is an indicator of a physician's experience and expertise in a particular specialty. To become board certified, the physician must have practiced for a certain period of time and passed a rigorous examination. We provide information about board certification in our online provider directory. For more information about board certification, or to find out if a particular physician is board certified, contact the American Medical Association.

Experience
In medicine, practice matters. Research shows that patients are likely to receive better care when their physicians have more experience performing certain procedures. Hospitals may also establish centers of excellence to indicate they focus extra attention on a particular area of medicine. If you have a need for a specific type of medical care, you may want to seek out a physician who has a particular interest in that area. Don't hesitate to ask doctors or hospitals about their practice volumes or years of experience.

Patient Satisfaction
The personal experience of other patients and their families can help you predict what your experience might be like at a particular health care organization. Many organizations gather information from their patients and families regarding their experiences, including outcomes of care, respect of individual needs and whether or not they would refer their friends and family for care. Patient satisfaction data is available on www.hospitalcompare.hhs.gov

If You Have Concerns About the Quality or Safety of Patient Care

We would like to resolve any concern you might have as soon as possible. Please first discuss it with the staff on the unit; you may also request to speak to the nurse in charge, assistant manager or manager. If you are not satisfied with the results, you may contact the Hospital Administration Office by calling extension 76500 from within the building or 510-357-6500 from outside of the building.  If you would like to file a grievance with this hospital, you may do so by writing or calling San Leandro Hospital, 13855 East 14th Street, San Leandro, CA 94578, 510-357-6500.

If you file a grievance, please be assured that it is taken seriously. A Department Director will review each grievance and provide you with a written response within 30 days.  The written response will contain the name of a person to contact at the hospital, the steps taken to investigate the grievance, the results of the grievance process and the date of completion of the grievance process.  If you have concerns regarding the quality of care or premature discharge, your may also contact the appropriate Utilization and Quality Control Peer Review Organization (PRO).

If you need assistance and/or your concerns are not resolved, there are other resources to assist you:

You may also file a complaint with the California Department of Public Health regardless of whether you use the hospital’s grievance process. The California Department of Public Health can be reached at 850 Marina Bay Parkway, Building P, Richmond, CA 94804, 1-800-554-0352, or you may  contact The Joint Commission’s Office of Quality Monitoring at 1-800-994-6610. Please be assured your action will in no way adversely affect the care you are receiving or your access to care.

In accordance with The Joint Commission, Centers for Medicare and Medicaid Services Conditions of Participation, Title 22 and other California Laws.