MHHA’SQUALITY IN ACTION

INITIATIVE

A CONSUMER FOCUSED APPROACH TO QUALITY

SERVICES IN HOUSING WITH SERVICES AND ASSISTED

LIVING

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Minnesota Health and Housing Alliance

Statewide member association of 600 providers of older adult services

Core purpose: Advance excellence and innovation in older adult services

One of the largest assocations of our kind in the U.S.

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MN Housing with Services Contract Act

MN Regulatory approach to “assisted living” – primary relationship is between provider and consumer

Seventeen requirements must be included in contract between client and provider

Licensed Home Care agencies provide clinical care

Other regulations applying to HWS already in 46 MN statutes

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Values for assuring quality in HWS

(Developed 1993 through consumer, provider focus groups, and interviews with advocacy groups.)

• People have a right to make choices for themselves

• People should be assumed to be competent to make their own choices. Those who may not be competent should receive assistance from the system.

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Values for assuring quality in HWS

Consumers have a right to be educated and informed, including clear information on the provider's policies and procedures and the services they are purchasing

Consumers have a right to be educated and informed, including clear information on the provider’s policies and procedures and the services they are purchasing.

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Values for assuring quality in HWS

Any system focusing on choices must consciously accept that choices entail risks and that consumers will sometimes make decisions that others perceive as “bad choices.”

The system should be consumer centered

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Values for assuring quality in HWS

A partnership is essential between the client and the provider; consumers and providers should work together to develop any standards that may become necessary.

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QinA DESIRED OUTCOME:

MINNESOTA'S HOUSING-WITH-SERVICES CONTRACT ACT WILL RESULT IN…

SATISFIED INFORMED CONSUMERS

SERVED BY THRIVING QUALITY PROVIDERS

AND COLLABORATIVE STAKEHOLDERS

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Who are…

Older people and their close circle of family and friends

Those who develop HWS and caregivers that deliver services

Legislators, regulators, advocates and others watching out for consumers

Consumers?Providers? Stakeholders?

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SATISFIED INFORMED CONSUMERS

HAVE CHOICES SUPPORTED BY:

Accurate, understandable verifiable information

Collaborative problem solving Shared responsibility Negotiated risk

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THRIVING QUALITY PROVIDERS

HAVE CLEAR MISSIONS SUPPORTED BY:

Sound Business Practices

Capable Staff

Continuous Improvement

Consumer Trust

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COLLABORATIVE STAKEHOLDERS

SET PRUDENT REGULATIONINFORMED BY:

DEMONSTRATED QUALITY OUTCOMES

EFFICIENT BUSINESS PRACTICES

MINIMAL CONSUMER COMPLAINTS

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MHHA’S ROLE

FACILITATE CONSUMER-PROVIDER- STAKEHOLDER COMMUNICATION

ESTABLISH MEASURES OF QUALITY CONSUMERS AND STAKEHOLDERS CAN TRUST

DEVELOP ACCESSIBLE, AFFORDABLE TOOLS PROVIDERS WILL USE FOR QUALITY IMPROVEMENT

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Quality in Action Elements

1. Housing-with-Services Code of Ethics

Sets standards for the quality of care and open communication residents and their families can expect

Consumers encouraged to look for providers who display it

174 HWS providers have adopted to date Voluntary Standards of Care Dementia care (Developing with Alzheimer’s

Association) Other select areas

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Quality in Action Elements

3. Curriculum Based Certificate Programs

Housing Manager RN Manager of Assisted Living/Home Care (with MHCA) Dementia Care Specialist (with MN/Dakota Alzheimer’s

Assn.) HWS Marketing Specialist

4. On-going provider education Annual HWS Symposium and Year-long education

calendar RN Mentorship program

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Quality in Action Elements

5. Publications and other provider tools

Essential Guide to Senior Housing: Laws & Rules Home Care Manual HSW Tech Guide Monthly newsletter (HWS Outlook)

6. Stakeholder Roundtables “HWS Accountability models” co-hosted

with AARP in Dec. 2002 Roundtables on two more subjects

to be held in 2003

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Quality in Action Elements

7. Universal Customer Satisfaction Surveys

Every provider uses the same survey Providers benchmark their data against all others Consumers and others compare results across providers

8. Consumer-informed Quality Review Accountability Program (“Accreditation”)

Focused on quality outcomes for the person served Meaningful to consumers, providers and stakeholders

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Quality in Action Elements

9. Consumer Information/Education: Enhanced information on MHHA Web site Consumer guide to HWS/assisted living Standardized HWS vocabulary Published customer satisfaction survey

results

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QinA Timeline

Code of Ethics

Customer Satisfaction Tool

Voluntary Dementia Standards

Certificate Programs

Accountability Model

February 2002

July 2004

4th HWS SymposiumSpring 2004

2004

2003 - 2004

2004

Consumer Guide

Fall 2002

MHHA MEMBERS…

Listening, Learning, Leading

Quality in Action