1. MHHA’S QUALITY IN ACTION INITIATIVE A CONSUMER FOCUSED APPROACH TO QUALITY SERVICES IN HOUSING WITH SERVICES AND ASSISTED LIVING

2. Rev. March 2003 MHHA'S Quality in Action: Informed Choice2 Minnesota Health and Housing Alliance Statewide member association of 600 providers of older adult services Core purpose: Advance excellence and innovation in older adult services One of the largest assocations of our kind in the U.S.

3. Rev. March 2003 MHHA'S Quality in Action: Informed Choice3 MN Housing with Services Contract Act MN Regulatory approach to “assisted living” – primary relationship is between provider and consumer Seventeen requirements must be included in contract between client and provider Licensed Home Care agencies provide clinical care Other regulations applying to HWS already in 46 MN statutes

4. Rev. March 2003 MHHA'S Quality in Action: Informed Choice4 Values for assuring quality in HWS (Developed 1993 through consumer, provider focus groups, and interviews with advocacy groups.) People have a right to make choices for themselves People should be assumed to be competent to make their own choices. Those who may not be competent should receive assistance from the system.

5. Rev. March 2003 MHHA'S Quality in Action: Informed Choice5 Values for assuring quality in HWS Consumers have a right to be educated and informed, including clear information on the provider's policies and procedures and the services they are purchasing Consumers have a right to be educated and informed, including clear information on the provider’s policies and procedures and the services they are purchasing.

6. Rev. March 2003 MHHA'S Quality in Action: Informed Choice6 Values for assuring quality in HWS Any system focusing on choices must consciously accept that choices entail risks and that consumers will sometimes make decisions that others perceive as “bad choices.” The system should be consumer centered

7. Rev. March 2003 MHHA'S Quality in Action: Informed Choice7 Values for assuring quality in HWS A partnership is essential between the client and the provider; consumers and providers should work together to develop any standards that may become necessary.

8. Rev. March 2003 MHHA'S Quality in Action: Informed Choice8 QinA DESIRED OUTCOME: MINNESOTA'S HOUSING-WITH-SERVICES CONTRACT ACT WILL RESULT IN… SATISFIED INFORMED CONSUMERS SERVED BY THRIVING QUALITY PROVIDERS AND  COLLABORATIVE STAKEHOLDERS

9. Rev. March 2003 MHHA'S Quality in Action: Informed Choice9 Who are… Older people and their close circle of family and friends Those who develop HWS and caregivers that deliver services Legislators, regulators, advocates and others watching out for consumers Consumers? Providers? Stakeholders?

10. Rev. March 2003 MHHA'S Quality in Action: Informed Choice10 SATISFIED INFORMED CONSUMERS HAVE CHOICES SUPPORTED BY:  Accurate, understandable verifiable information  Collaborative problem solving  Shared responsibility  Negotiated risk

11. Rev. March 2003 MHHA'S Quality in Action: Informed Choice11 THRIVING QUALITY PROVIDERS HAVE CLEAR MISSIONS SUPPORTED BY:  Sound Business Practices  Capable Staff  Continuous Improvement  Consumer Trust

12. Rev. March 2003 MHHA'S Quality in Action: Informed Choice12 COLLABORATIVE STAKEHOLDERS SET PRUDENT REGULATION INFORMED BY:  DEMONSTRATED QUALITY OUTCOMES  EFFICIENT BUSINESS PRACTICES  MINIMAL CONSUMER COMPLAINTS

13. Rev. March 2003 MHHA'S Quality in Action: Informed Choice13 MHHA’S ROLE  FACILITATE CONSUMER-PROVIDER- STAKEHOLDER COMMUNICATION  ESTABLISH MEASURES OF QUALITY CONSUMERS AND STAKEHOLDERS CAN TRUST  DEVELOP ACCESSIBLE, AFFORDABLE TOOLS PROVIDERS WILL USE FOR QUALITY IMPROVEMENT

14. Rev. March 2003 MHHA'S Quality in Action: Informed Choice14 Quality in Action Elements 1. Housing-with-Services Code of Ethics Sets standards for the quality of care and open communication residents and their families can expect Consumers encouraged to look for providers who display it 174 HWS providers have adopted to date Voluntary Standards of Care Dementia care (Developing with Alzheimer’s Association) Other select areas

15. Rev. March 2003 MHHA'S Quality in Action: Informed Choice15 Quality in Action Elements 3.Curriculum Based Certificate Programs Housing Manager RN Manager of Assisted Living/Home Care (with MHCA) Dementia Care Specialist (with MN/Dakota Alzheimer’s Assn.) HWS Marketing Specialist 4.On-going provider education Annual HWS Symposium and Year-long education calendar RN Mentorship program

16. Rev. March 2003 MHHA'S Quality in Action: Informed Choice16 Quality in Action Elements 5. Publications and other provider tools Essential Guide to Senior Housing: Laws & Rules Home Care Manual HSW Tech Guide Monthly newsletter (HWS Outlook) 6.Stakeholder Roundtables “HWS Accountability models” co-hosted with AARP in Dec. 2002 Roundtables on two more subjects to be held in 2003

17. Rev. March 2003 MHHA'S Quality in Action: Informed Choice17 Quality in Action Elements 7.Universal Customer Satisfaction Surveys Every provider uses the same survey Providers benchmark their data against all others Consumers and others compare results across providers 8.Consumer-informed Quality Review Accountability Program (“Accreditation”) Focused on quality outcomes for the person served Meaningful to consumers, providers and stakeholders

18. Rev. March 2003 MHHA'S Quality in Action: Informed Choice18 Quality in Action Elements 9.Consumer Information/Education: Enhanced information on MHHA Web site Consumer guide to HWS/assisted living Standardized HWS vocabulary Published customer satisfaction survey results

19. Rev. March 2003 MHHA'S Quality in Action: Informed Choice19 QinA Timeline Code of Ethics Customer Satisfaction Tool Voluntary Dementia Standards Certificate Programs Accountability Model February 2002 July 2004 4th HWS Symposium Spring 2004 2004 2003 - 2004 2004 Consumer Guide Fall 2002

20. MHHA MEMBERS… Listening, Learning, Leading Quality in Action