strengthening service quality © the quality service review institute, a division of the child...
TRANSCRIPT
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Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014
Strengthening Service Quality To Improve Results
Using Measures of Service Quality
To Affirm Good Results Today and
Achieve Even Better Outcomes Tomorrow
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What is Quality?What does Quality mean to you – as it relates
to your service experiences?
How should we define Quality – related to your services and service outcomes?
How do we measure Quality now– related to your services and service outcomes?
How do we use what we learn about Quality -- to improve our services & outcomes?
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Perspectives on QualityA Person’s Perspective
Meeting my needs, hopes, goals, and expectations
Having good relationships and positive experiences
Receiving helpful services
Getting better, doing better, and staying better
A Program’s Perspective
Fulfilling the social purposes (mission) of the program
Passing the next audit
Doing good practice
Providing good care
Getting good outcomes
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What are Outcomes?• PURPOSE -- Helping a person having major life needs for care,
treatment, assistance, support, and/or protection to achieve and maintain adequate levels of: [OUTCOMES => THRIVING]
– Well-Being (safety, stability, health, mental health, positive relationships)
– Supports for Living (housing, income, health care, transportation, and supports for daily living and, where necessary, supports for caregivers)
– Daily Functioning (performing tasks necessary for successful daily living and socializing in community settings and activities)
– Fulfillment of Key Life Roles (capacities and supports for being a friend, family member, tenant, and citizen)
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Desired Qualities of Practice & Care*
Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014
* These Qualities should be Evident in Practice for Each Person Served
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9TEAMING
To Unify Efforts &COORDINATING
Interventions
Practices Supporting Good Care
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5 6
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8 2
ENGAGING the Person, Informal Supporters,
Interveners
ASSESSING Strengths, Needs, Aspirations, Risks,
Underlying Issues
PLANNING Outcomes, Intervention Strategies, Actions, Assignments
RESOURCING Planned Intervention Strategies, Actions, and Supports
INTERVENING by Delivering Planned Strategies, Supports
and Making Transitions
TRACKING Progress, Results, What’s Working; Maintaining Situational
Awareness
ADAPTING Services Through On-going Assessment and
Planning
ELIGIBLE PERSON => SYSTEM ENTRY
MEETING OUTCOMES, DISCHARGE REQMTS, STEP-DOWN => EXIT
10 1
CLINICAL REASONING: Understanding What Must Change & How
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Questions
How to Measure Quality?
How to Use What is Learned to Improve Care Practices & Services?
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Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014
Your VANTAGE POINTDetermines What You SEE
Chart Audit =15-degree
“KEY HOLE”View focused on a
Record-Based COMPLIANCE CHECKLIST
Quality Review = 360-degree
“BIG PICTURE”View focused on Person-Centered
PRACTICE & RESULTS
Program Compliance Results for People
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What is a Quality Service Review?
QSR is an ORGANIZATIONAL LEARNING PROCESS.
QSR observes the PRACTICE & CARE being provided.
QSR connects results to local FRONTLINE CONDITIONS.
QSR supports TEACHING & LEARNING PROCESSES that clarify expectations, provide useful feedback, affirm good work.
QSR stimulates NEXT STEP ACTIONS taken to improve practice, services, and results at all levels of the organization.
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What is the QSR Designed to Measure & Improve?
* QSR reveals the extent to which the Business Model supports the Practice required for the Person Served
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How Providers Should Perceive QSR Experiences
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A QSR Protocol• Functions as a GUIDE BOOK for focusing reviews• Provides qualitative indicators with fact patterns• Provides rating scales for indicators• Sets time windows for reviewing• Provides a BASIS for the:
– DATA PROFILE or “roll-up sheet”– ORAL REPORT made a debriefing– WRITTEN REPORT of findings– NEXT STEP PLANNING
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What Status & Progress Indicators Measure
• Safety from harm by others• Behavioral risk• Income adequacy & control• Living arrangement• Social network• Physical well-being• Emotional well-being• Functional life skills (ADLs)• Productive / contributory activities• Social integration /community• Caregiver capacity & support• Voice & choice in decisions• OVERALL PERSON STATUS
Status Indicators
• Improved social integration
• Reduction in safety / health concerns
• Reduction in life disruptions
• Progress toward life goals
• GENERAL PROGRESS PATTERN
Progress Indicators
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• Engagement (trust-based working relationships)
• Teamwork & coordination• Assessing & understanding• Setting personal goals• Planning strategies & supports
for:• Personal goal attainment• Advance care direction / estate mgt• Income & basic necessities• Supports for daily living• Social integration / leisure activities• Productive / contributory activities• Managing chronic health concerns• Other interventions
• Implementing interventions• Medication management• Transitions & life adjustments • Status tracking & plan adjustment• OVERALL PRACTICE
PERFORMANCE
What Practice Performance Indicators Measure
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What You Get from QSR
Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014
Powerful Person-Based Teaching Stories
Respectful & HelpfulFeedback for Staff
Performance ResultsFor Practice Indicators
Understanding of Local Practice Conditions & Patterns
Next Step Action Planning
Better ServicesAnd Results
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An Individual’s Profile
Selected QSR Results for a Person Named Robert
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QSR Profile for Robert
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A Group Profile
QSR Results for a Group of PersonsBeing Served at a Provider Site
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QSR Profile for a Group
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Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014
How QSR is UsedStrategic Tool of Leadership for stimulating improvement
Helping leaders understand and improve the quality of practice and services
Training, mentoring, and coaching of frontline practice
Measuring Change for affirmation, instruction, and direction
Guiding organizational development
Becoming the best practitioners that we can be
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A Path to Better Results
Excellence is never an accident.
It is always the result of high intention, determined effort, and
skilled execution.
- Chinese Proverb -Strengthening Service Quality © The Quality Service Review Institute, a Division of the Child Welfare Policy & Practice Group, 2014