1. Building a Quality Management Program A Closer Look... Title-I HIV Quality Management Program Case Management Providers Susan Weigl, Quality Consultant

2. Why Bother w/ a QI Program? Beyond funding requirements... ensures highest quality of care provided to patients improves client experience and retention rate improves employee satisfaction increases efficiency of daily routines and productivity reduces costs ($, time, energy...) “QI provides tools and methodologies that have been proven to be successful to improve quality of care and service”

3. Quality Program Activities Effective QI Program Infrastructure Performance Measurement Educational Efforts Quality Improvement Projects/Activities Communication of Quality Activities

4. Begin With Your Quality Management Plan The quality management plan is the roadmap for all quality activities. Key areas: Quality program infrastructure Annual quality goals Performance measures Staff /consumer involvement Implementation of quality management plan

5. Quality Program Infrastructure Points to consider: How effective is the quality committee? –Strategic planning –Facilitating innovation and change –Providing guidance and reassurance –Establishing a common culture Does the quality program receive the resources and support needed to function? Are QI project teams appropriately structured to improve specific aspects of care?

6. Annual Quality Goals Points to consider: Are goals clearly defined? Is more effort needed to meet the quality goals? What are the strengths and limitations?

7. Performance Measures Points to consider: Are the measures appropriate to the care your program provides? Is the frequency of performance measurement adequate? Is data easily obtained? Are opportunities for improvement readily identified?

8. Staff and Consumer Involvement Points to consider: Do the appropriate staff and consumers participate? Are all staff kept informed of ongoing quality activities? Are consumers informed about quality activities? Are educational opportunities provided to staff and consumers?

9. Implementation of Quality Management Plan Points to consider: Is a workplan used to assist in implementing the quality management plan? Are milestones being met? What are strengths and limitations?

10. Infrastructure HIVQUAL Model - Overview

11. Real-life Examples APICHA “Our Story – Building a CQI Infrastructure” Project Hospitality – Staff & Consumer Involvement in QI Program