1. Performance and Quality Improvement (PQI)
How PQI is approached at
Catholic Charities of Buffalo, NY

2. Culture of Improvement
Embrace a culture of a ‘learning organization’
Committed leadership
Strategic priorities guide PQI program
Devoting resources

3. Guiding Principles/ Core Values of Quality Improvement (QI)
The customer, both external & internal, comes first.
All work is part of a process.
Quality improvement never ends.
Prevention is achieved through planning.
Quality happens through people.

4. Planning PQI Planning Create a PQI infrastructure – attached
Quality is everyone’s job; Involve everyone

6. Choose measures, tools, methods, etc.
Chose what to measure, select indicators, identify tools, define data sources.
Measures include service & management performance, program results, & client outcomes.
Stakeholders involved in process.

7. Review findings & make changes
Staff & stakeholders review results and discuss findings.
Implement & monitor any recommended changes
Determine how well changes that have been made are working.

8. Inform & educate staff & stakeholders
Inform and educate staff and stakeholders about the PQI program and it’s results.

10. Some sample results using a structured CQI approach:
Chemical Dependency Program increased second clinic visit ‘show rate’ from 33% to 77%, increased revenue by 112% for 2nd visits.
Aging Services increased service utilization 64% and saved a $200,000 contract which was in jeopardy.
Adoption/ Foster/ Kinship Care & Mental Health collaboration reduced average wait times from 33 days to 11 days as well as increased referral satisfaction from 33% to 100%.

11. Questions?
Want to be involved?
Contact Mike Venezia,
Director of Quality Improvement or
ext 298