Most patients never meet the Quality Department, but their work touches every part of the care experience.
We met with Ori, Director of Quality & Risk Management, to get a closer look at the behind-the-scenes work that protects our patients every day.
“Quality care means many things,” Ori explains. “It’s not just a department, it’s a mindset. Our tentacles touch every department.”
From policies and procedures to infection rates and national safety standards, Quality quietly keeps Care Alliance running safely and smoothly. They ensure every clinical team—from primary care to dental to behavioral health—follows high standards of care, understands expectations, and stays accountable.
Keeping Patients Safe, One Process at a Time
A major part of the Quality role is making sure Care Alliance meets national and state patient safety goals and state guidelines. Weekly meetings and cross-functional collaboration help keep everyone aligned and informed.
They monitor infection rates, investigate problems when they occur, and search for root causes so mistakes aren’t repeated.
“When problems happen—and they do—we look into them. We figure out where we went wrong and what lined up that made it a problem. Then we figure out how to make sure it never happens again.”
Metrics drive much of their work. Success, she says, is when they see real improvement in the numbers.
“Success looks like when that needle moves. Metrics are a team effort. Everyone has to come together to see where we’re low, what’s dysfunctional, and what needs to change.”
It’s A Team Effort, Always
Quality depends entirely on collaboration.
“I can’t advance my processes without everybody being involved,” she says. “It just dominoes from there.”
Their work includes rounding, checking in with departments, and constant education. They help staff understand policies, care standards, and safety goals so every team can deliver the best possible care.
Compassion Behind the Scenes
Even though their work is often behind the scenes, the department stays connected to patients. They review patient satisfaction reports, respond to complaints, and reach out directly to patients or families when needed.
“We talk to patients to find out how we can do better. If there’s a complaint, we reach out and ask, ‘How can we make this better?’ And we show them we care about their concerns.”
They also help identify community needs and barriers—anything that might prevent someone from coming into Care Alliance.
What Motivates the Work
Her motivation is deeply personal.
“What motivates me is the underserved population,” Ori shares. “It’s always been my passion to help the underdog. If I was in that situation, I would pray for help—so I want to be that help for someone else.”
She takes pride in Care Alliance’s mission and believes Quality embodies it.
“We are Your Ally in Care. Everything we do has to reflect our mission and values.”
A Team Who Cares
When asked about a favorite memory, she doesn’t choose just one moment. Instead, Ori remembers the people.
“We have good laughs. We enjoy each other. My team has great camaraderie and the same passion for helping the underserved.”
That passion, she says, is what makes every day meaningful.
A Simple Message for Patients
If she could tell the community one thing about the Quality Department, it would be this:
“We are here to keep you safe.”