State of Maine: Quality Management and National Core Indicators

We may be very busy, we may be very efficient, but we will also be truly effective only when we begin with the end in mind. Steven Covey, 7 Habits of Highly Effective People

State of Maine Quality Improvement System Improve the overall quality and integrity of services and supports Ensure that programs and services are responsive to consumer and family needs

Principles of Maine’s Quality Improvement System 1. Focus on Consumer and Family Outcomes 2. Standardized data measurement 3. Use data to improve services 4. Use data to make policy decisions

Principles of Maine’s Quality Improvement System 5. Driven by Best Practices 6. Ensure Minimum Standards 7. Problem-Solving Orientation 8. Consumer Participation

How is this Accomplished? Routine monitoring of system capacity and growth Ongoing tracking of system Program and agency performance Incorporating best practice standards Using evaluation information to inform individual, system, program planning activities, and decision making

Maine’s Mental Retardation Services QI/QA Plan People are safe and healthy People participate in their communities People participate in their own service planning and are involved in systems development System is effective and efficient

Maine’s QI System at Work 1. Office of Quality Improvement conducts data collection using the National Core Indicators Consumer and Family Satisfaction Surveys 2. Office of QI develops standard reports and summaries based on data 3. Standardized reports to MR Program Director 4. MR Central Management Team reviews report to develop recommendations based on results of data

Maine’s QI System at Work (cont) 5. MR Regional Management Teams review recommendations for development of implementation plan 6. Quality Collaborative comprised of MR providers and self-advocates review recommendations for implementation plan 7. MR Program Director finalizes recommendation and implementation plan 8. MR Program Director presents recommendation and implementation plan to the Executive Management Team

Maine’s QI System at Work (cont) 9. MR Services implements plan 10. Office of Quality Improvement tracks recommendation and implementation

Quality Management and NCI Example 1

Why is this information important to consider? Related to MR Services QI/QA Plan (community inclusion core element) Standardized data measurement Driven by best practices Requires a problem-solving orientation Based on consumer experiences Respondents answering “no” have identified a need not currently being addressed by the system

Recommendation---Setting a Benchmark To increase the percentage of individuals reporting that they "have friends that are not staff or family" by 5% based on the results of the National Core Indicators Consumer Survey by June 2005.

Implementation: Responsiveness to Individual Needs and Community Inclusion Staff will meet on a bi-monthly basis to review community inclusion materials and tools that will be shared with all staff to assist them in this work. In addition other resources will be sought to provide training and support to staff from within our own agency. Building Capacity in Maine Communities Strengthening Inclusion Beginning A presentation about “Friendship” to be presented to all regional offices. Person Centered Planning- A work group will be established to explore ways enhance the role of PCP in meeting the outcome of this goal. An inclusion web site is now available on the MR- BDS web site. Explore the possibility of a statewide conference or leading speaker to address this issue.

National Core Indicators Adult Family Survey 2002: Choice and Control---Example 2 Q27. Do you or your family member choose the agencies or providers that work with your family? Q28. Do you or your family member choose the support workers that work with your family? Q30. Do you or your family member have control and/or input over the hiring and management of your support worker? Q31. Do you or your family member want to have control and/or input over the hiring and management of ;your support workers? Q32. Do you or your family member know how much money is spent by the MR/DD agency on behalf of your family member with a developmental disability? Q33. Do you or your family member get to decide how this money is spent?

National Core Indicators Adult Family Survey 2002: Services and Supports Q1. Do you receive information about the services and supports that are available to your family? Q3. Do you get enough information to help you participate in planning services for your family? Q11. When you ask the individual support coordinator for assistance, does he/she help you get what you need? Q12. Does your family get the services and supports you need? Q13. Do the services and supports offered meet your family needs? Q14. Are supports available when your family needs them? Q38. Overall, are you satisfied with the services and supports your family member currently receives? Q40. Are you satisfied with the way complaints/grievances are handled and resolved?

Recommendations—Example 2 Private Case Management Services to families Independence Plus Individual Service Options Brochure outlining service opportunities Information on state website to assist families in accessing information about their services

At the End of the Day: Evaluating Ourselves Does the system track the principles of a Quality Improvement Plan and act upon the data gathered to promote the principles of MR Services? Does the system have the ability to make adjustments based on the ongoing analysis, review and interpretation of information? Is the quality and integrity of services responsive to consumer, family and service provider needs?