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Currents Last year, our planning process resulted in the selection of two areas of focus as priorities for improvement.  Known as “c-squared,” these priorities are customer service improvement and cost reduction. As we prepare for an October—or possibly sooner—JCAHO survey and kick off the Authority implementation, we need to ensure that everyone is familiar with “c-squared.” A customer service task force has made good progress with the development of a customer service policy and videotape. We expect that the new customer service policy, which will be linked to other policies such as performance management, will be finalized in the near future. The customer service videotape will be used to support training and new hire orientation. I know the policy and videotape will be well received.  As we move forward into the new fiscal year, we will continue to encourage performance improvement projects focusing on cost control, while ensuring high quality care. The Authority implementation will enable more opportunities to achieve cost control. Thank you very much. W. Stuart Smith Vice President for Clinical Operations and Executive Director, MUSC Medical Center Relay for Life Colleen Corish, R.N., M.N., OCN, program manager for Adult Oncology Services, presented a plaque to 10E staff members and a Hollings Cancer Center volunteer who raised $9,200 for Relay for Life. Deposit for uninsured patients Mark Lyles, M.D., reviewed a policy that will take effect Aug. 1.  All patients without insurance will pay a $20 “deposit” for scheduled appointments.  (Certain exceptions apply.)  Patients are responsible for the remainder of their bills and can meet with a financial counselor to make arrangements.  Please contact Dr. Lyles if you have questions about this policy. Mock JCAHO audit Betts Ellis, administrator for Institutional Relations, reviewed the results of a mock JCAHO audit of personnel files that took place July 6-7. The audit was conducted to determine how well we are fulfilling the JCAHO standard (HR.5) that requires the Medical Center to “assess each staff member’s ability to meet performance expectations stated in his or her job description.” Ellis said improvements are needed in certain areas, and the JCAHO surveyors will allow no margin of error.  The Medical Center Human Resources staff will schedule visits with service areas to methodically review files and provide assistance. Key elements required by the JCAHO that must be on file and properly documented for regular, temporary and contract staff include: current and accurate job description; current license, registration or certification (when applicable); initial assessment of competency; current performance evaluation and competency assessment checklist; and age specific competency checklist or verification.