1. Data You Can Use Council on Aging’s Story

2. My Charge We are able to promote our successes with confidence because we know where we are succeeding. We know where we need to improve and have a plan for getting there. We’re always looking to the future as we’re making organizational and programmatic decisions. We harness resources to make strategic change happen. ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

3. Use Data to Drive Change  Plan – Review performance data, create a quality action plan  Do – Implement the quality action plan  Check – Did it work? Review the data again to see.  Act – Create or revise the plan. Start the process over again. ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited. PlanDo Check Act

4. Quality and Data Product Lines Operation Management Data Analysis Performance Management Data for staff to use in managing their work Management Reports Strategic Planning and Advocacy Data Analysis Projections Cost modeling Board reporting Lots of ad hoc (What if) analysis Quality Assurance Data Analysis Chart Reviews Contract Compliance Focused reviews (incidents or staffing issues) Quality Improvement Data and Technical Support Analysis Outcome reporting Quality Training Complaint and Incident analysis Provider Quality And Satisfaction Reporting ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited. New Business Development

5. COA’s Investment Organizational Structure  Quality Team  Quality Analysts  Business Information Analysts  Data Architect  Manager, Strategic Analysis Data Infrastructure  SAS Enterprise Guide  SQL Data Store  Tableau ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

6. What does “data you can use” look like? ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

7. Example: Provider Quality Report

8. Data for Value Propositions  Leverage pilot data combined with external research data to build business cases to demonstrate the ability to achieve outcomes. Example: Care Transitions  External reviews of our programs that focus on impact.  Connect outcomes achieved to “pain” points  Market research to understand the language and perspective of our customers. ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

9. What data do the Plans want? Still being defined. To date, we know they want:  Process data  Compliance data – HIPAA, Contract, etc.  Complaint, Grievance, Appeal  Major/Unusual Incident  Satisfaction Data ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

10. Lessons Learned  External Customer Related Lessons  More definition about requirements in the contracting process so that we can properly price our services.  Push for a contractual requirement that to get a data feed  The Plans are not as far along with measuring outcomes as anticipated  Internal Customer Related Lessons  Tying performance to data aligns the operation to the mission, vision, and strategies.  Making the data transparent to staff is essential – they will start asking for it and will drive the culture change.  Continuous training and education of staff is needed! ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.

11. Question Sharon R. Fusco sfusco@help4seniors.org 513-746-2645 ©2014 Council on Aging of Southwestern Ohio, Inc. ("COA") Copying, reproduction or distribution of these materials without the express written permission of COA is prohibited.