Sandra Hearn Eastern Shore Rural Health System, Inc. is a Community Health Center committed to enhancing the quality of life for the people on the Eastern Shore. We seek to serve the needs of our rural community by providing accessible, comprehensive and affordable medical, dental and health services in a caring, professional and safe environment. 1. Customer Service Goal: This goal as it pertains to telephone triage, member will respond to triage telephone encounters on the same day and in less than 2 hours for urgent TEs. >95% response time under 2 hours as commendable 2. Finance Goal: decrease cost per visit as of May 31 2018 by 10% 100% compliance in assigning indigent labs to indigent accounts a) <10% error rate- commendable b) 11-15% error rate- expected c) 16-20% error rate- approaching d) >21% error rate- unacceptable 3. Clinical safety: Member will identify 3-5 Near Misses within their CHC over the evaluation year, complete the near miss form and identify a way to improve a process per near miss. Near Miss (close call) definition: A near miss, “close call”, is an unplanned event that has the potential to cause, but does not actually result in human injury, environmental or equipment damage, or an interruption to normal operation. OSHA defines a near miss as an incident in which no property was damaged and no personal injury was sustained, but where, given a slight shift in time or position, damage or injury easily could have occurred. Near misses also may be referred to as close call.