Hudson Headwaters Health Network
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Quality

For Hudson Headwaters, quality means delivering excellent care and an exceptional patient experience. Our goal is to exceed the highest national standards for care and service.

The National Committee on Quality Assurance (NCQA) seal of approval means that a medical practice consistently excels in clinical activities, access to providers, patient satisfaction, and communication. All Hudson Headwaters’ health centers have achieved NCQA recognition, which must be updated every three years to meet ever-evolving standards for quality.

To improve quality of care and services, Hudson Headwaters seeks input from a variety of sources, including information we collect as part of patient care, feedback from our patent advisory groups, and listening to what patients say about their visits through easy, online surveys. In addition, staff is surveyed annually regarding their work place experience. Survey results are carefully reviewed by the quality improvement and human resources departments, and then shared with the board of directors and staff.

Our focus on quality and improvement has led us to create new ways of delivering care, add services, and increase outreach to our patients.  Some of these include: increased communication with our patients, care management, palliative care services, and use of the Patient Portal.

NCQA Recognized Practice - Patient Centered Medical Home

Accountability

As a Federally Qualified Health Center (FQHC), Hudson Headwaters’ operations and finances are carefully reviewed and regulated by the federal government (HRSA) and are under the close scrutiny of the New York State Department of Health (NYSDOH).

As an FQHC, and HRSA grantee, Hudson Headwaters is a “deemed” entity under the Federal Tort Claims Act (FTCA)—deemed covered by the U.S. Department of Health and Human Services. For more information on the FTCA and community health centers, click here http://bphc.hrsa.gov/ftca/claimsfiling/healthcenterclaims.html

Additionally, Hudson Headwaters operates under close scrutiny by the New York State Department of Health.  New center development, renovations and expansions, and addition and deletion of services must be reviewed and approvals obtained by NYSDOH prior to execution.  (Click here for more information: www.health.state.ny.us )

Compliance and Patient Concerns

Our “Corporate Compliance Plan” formally states Hudson Headwaters’ commitment to excellence, and documents our policies.  (Click here for a copy of the Ethics and Compliance Plan.) In addition we are guided by the Health Insurance Portability and Accountability Act (HIPAA). Hudson Headwaters’ statement of Patient Rights, Responsibilities and Privacy Practices is posted at each health center and administrative office. (Click here to read about Hudson Headwaters’ commitment to privacy and HIPAA standards.)

If you have questions or concerns about significant issues in the delivery of care, policies and procedures, finances and billing, or other areas of Hudson Headwaters’ operations, you can call, email or write to us. Call our Risk Management and Compliance Department at 518-761-0300, extension 31314. Please leave your name and telephone number and a detailed message about your concern. A member of our team will return your call within three (3) business days. Or, you may contact us by email at patientconcerns@hhhn.org. Alternatively, you can mail a letter detailing your concerns to: Risk Management and Compliance Department, Hudson Headwaters Health Network, 9 Carey Road, Queensbury, NY 12804.

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