Orientation to Performance and Quality Improvement Plan Presentation to Operations Team July 2, 2014

What is a PQI Plan? It is a living document It is achieved over time A written plan that serves as a “road map” detailing activities, roles, responsibilities and timeframes of how the organization uses QI to continuously improve operations. The plan is supported by a philosophy statement and QI Principles Documents continuous quality improvement activities Plan is updated Board needs to vote on the plan in August

PQI 1: Leadership Endorsement of PQI The governing body receives and uses PQI information to make strategic and budget decisions, build organizational capacity, and monitor the quality and impact of the organization’s services   The CEO actively uses PQI information to mobilize financial and other resources to strengthen organizational capacity and increase organizational resilience, establishes the expectation that management, staff, and other stakeholder will be involved in the PQI system, and allocates sufficient resources,   Senior Managers involve staff and other stakeholders in the PQI process, and use data to improve services and improve client outcomes. Staff throughout the organization are familiar with the PQI plan, receive regular and timely information that they can use in their practice, and have the opportunity to participate in PQI activities.   External stakeholders participate in PQI activities, including reviewing summary reports, providing feedback, and identifying solutions, as appropriate. The organization’s leadership demonstrates a clear commitment to fostering a culture of excellence and continual improvement;   Uses quality improvement results to build capacity and improve practice;  Allocates resources for an organization-wide PQI system; Makes data-informed decisions.

PQI 2: Foundation for Broad Use of PQI A PQI system has an infrastructure that has the capacity to: identify organization-wide and program-specific issues; implement solutions that improve overall efficiency; and deliver accessible, effective services in all regions and sites. A written PQI plan operationalizes the organization’s PQI system, and:  articulates the organization’s approach to quality improvement; describes the PQI system’s structure and activities; defines staff roles and assigns responsibility for implementing and coordinating the PQI program (PQI 3); identifies what is being measured; (PQI 4, PQI 5) defines data collection processes and applicable timeframes (PQI 6); and outlines processes for reporting findings and monitoring results (PQI 7).

PQI 3: Support for Performance & Outcome Measurement Staff throughout the organization participate in, conduct, and sustain performance and quality improvement activities.  Supervisors of direct service personnel and program directors:   help the organization meet its quality improvement, evaluation, and reporting requirements;  contribute to developing outcomes and indicators and setting targets; participate in the collection of data; interpret data; apply data to improve practices and outcomes; and use program and client outcomes data to improve service delivery.

PQI 5: Use/Communication of Quality Information to Make Improvements The organization conducts case record reviews at least quarterly for each of its services to: minimize the risks associated with poorly maintained case records; document the quality of the services being delivered; and identify barriers and opportunities for improving services.

PQI 4: Analyzing and Reporting Information The PQI system identifies measures to build organizational capacity, improve services, and meet contracting and reporting requirements, by evaluating:  the impact of services on clients;  quality of service delivery; and management and operations performance. 

PQI 6: Staff and Stakeholder Support The organization systematically collects, aggregates, analyzes, and maintains data. Example: Eckerd’s Perpetual Performance Improvement Process aligns the organization

Continuous Quality Improvement Activities pg. 3 Customer Service Initiatives Customer/Stakeholder/Employee Satisfaction Surveys Customer/Stakeholder/Employee Focus Groups Customer/Stakeholder/Employee Customer Feedback Total Quality Improvement Teams Customer Service Initiative

Continuous Quality Improvement Activities pg. 3 Sharing Performance with our customers Organizational Dashboards 4 Square Profile Safety Customer Satisfaction Rating ? RBWO Dashboard

Interpreting Improvement Process Family Service Quality Improvement Process-page 7 Steps in the Improvement Cycle-page 8

Interpreting Improvement Process PQI Organizational Flow Process Sample Organizational Flow Chart CQI Committee