Quality Improvement

Importance of Quality Improvement Quality Improvement positions an agency to achieve: Customer satisfaction Efficient use of resources Measurable outcomes Community impact 2 2

Benefits of quality to employees Pride in services delivered Job satisfaction Improved communications Streamlined work processes Happier clients Strong client relationships Give Examples 3 3

Benefits of quality to the organization Improved/expanded services Client oriented employees Improved client relations Improved community relations = better political relations Lower costs/cost contained Improved funding Give Examples 4 4

What are the Cornerstones of Quality Improvement the overall delivery of quality care and services; human resources management, including staff, contractors, and volunteers; cost effective service administration and resource management; billing and claims remittance supervision and management; enforcement of any and all regulatory compliance, both business and clinical; internal policy and procedure management; licensing/certification monitoring and enforcement; External survey and audit preparation; Any other service, monitoring, management, and development considered integral in maintaining care delivery within the constructs of current financial and reimbursement procedures, and ethical and humane Home, Health and Hospice services.

The Quality Improvement Committee The Quality Improvement Committee, consisting of at least six members including: the Quality Improvement Director, a Board Member, a representative from administration, a nurse, a therapist and a clerical representative. The QI Committee will meet frequently enough to ensure compliance with Federal, State, and Local Laws and accepted professional standards and principles, not less than quarterly.

Goals Provide quality patient care by identifying problems and improving processes. Continually improve performance in a cost-effective manner. Reduce risk and liability for patients and staff. To comply with State Licensure, Medicaid, Medicare, other insurance regulations, and OSHA requirements. Contribute to realization of Agency’s strategic planning goals: Implement a marketing plan that highlights the agency’s mission statement and promotes current initiatives. Create an organizational climate that promotes recruitment and retention of quality paid and volunteer staff. Strengthen delivery of quality, cost-effective services and outreach targeted to patient, family and community needs. Continue with a reporting mechanism for staff input for suggested processes that require evaluation/improvement.

Components and Tools Dashboards identifying- Organizational, financial, clinical and utilization indicators Integrate quality improvement activities to affect a positive customer outcome. Review of documentation/Utilization Compliance Plan QAPI- Quality Assessment Performance Improvement for the Hospice Program Benchmarking- Utilizing clinician and agency specific dashboards in addition to SHP reporting and Home Health Compare. Oasis (FOR OBQM, OBQI DATA) Patient satisfaction surveys for all of our programs HHCAHPS Hospice satisfaction surveys Life care surveys Peri-natal Continue agency viability under PPS. Evaluate effectiveness of Compliance Plans and Process. Unusual Occurrence Reports Grievance Reports Frequent interdisciplinary meetings to facilitate patient care

QI Process Improvement projects for 2014 Disease management Acute Care Hospitalization Depression End Stage Renal Disease Scheduling Quarterly Utilization Review Employee Safety Oasis C QI Scholars program Streamlining documentation Hospice Information Data Set

Process Improvement plans identified for 2015 Home care Decreasing Emergent care and Acute care Hospitalization Improving accuracy with Oasis C Preparation for upcoming Medicare surveys Instituting changes in Condition of Participation Streamlining documentation to increase productivity and decrease redundancies, while providing high quality care with less visits.

continued Hospice Improved communication within the Hospice business unit to increase care coordination and team involvement utilizing the Allscripts system. New Publically reported Satisfaction survey. Preparation for upcoming Medicare survey. Identification of ways to reduce redundancies and increase utilization of reporting mechanisms within the software program

continued Health Standardize satisfaction survey program for Life care. Streamlining assessments to increase productivity while continuing to provide quality care.