QAPI: Zeroing in on the PIPs

After receiving an MSN from the University of Texas Health Science Center in San Antonio, Texas, and an MBA from the University of Incarnate Word in San Antonio, Texas, Charlene Ross began her career in leadership as a nurse manager; however, her ability to analyze problems, develop and simplify procedures, and find innovative solutions rapidly moved her to the forefront of improving operations for her organization and launched her career as an industry leader in patient care and business operations excellence. With over 25 years of healthcare leadership and management experience with the last 10 years focused on end of life care and hospice, she has served in senior leadership roles in various healthcare organizations leading operational and clinical improvements; compliance; and the development of benchmarking tools. Charlene has developed policies and procedures for healthcare organizations that met state, federal and accreditation standards and has led hospitals and hospices successfully through the accreditation process and multiple state surveys.

Charlene's career has enabled her to work with large and small hospitals, LTACs, startup hospice programs and corporate hospice providers with sites across the country, but at each company, whether the focus was hospital care or hospice, the fundamental objectives were the same:

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  • Deliver the best patient care possible
  • Run the organization efficiently with well-constructed and maintained policies and procedures
  • Provide effective education needed to ensure efficiencies are communicated and understood correctly
  • Develop forms, tools and systems - both paper and electronic - to support the success of quality standards throughout the company

Charlene has practical experience in nursing issues, regulatory compliance, performance improvement initiatives, hospice, hospitals, and long term acute care with a demonstrated commitment to quality and excellence. Charlene, together with Roseanne Berry combined their passion for excellence in hospice care, and formed R&C Healthcare Solutions. Together, as R&C Healthcare Solutions, Charlene and Roseanne are helping hospice organizations of all sizes learn in months, what could take years on their own. She is also a co-founder in Hospice Fundamentals, an organization that assist hospices with understanding and monitoring the complexities of the regulatory environment. Charlene is an accomplished speaker providing regular educational lectures for NHPCO and other state organizations across the country.