1. Unifying science, education and service to transform lives Module 16 Quality Improvement & LGBT Clients A Provider’s Introduction to Substance Abuse for Lesbian, Gay, Bisexual, and Transgender Individuals First Edition

2. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 Quality Improvement and LGBT Clients Learning Objectives : Know specific questions that help define quality in providing treatment to LGBT clients Know specific questions that help define quality in providing treatment to LGBT clients Understand how leaders monitor and assess efforts to improve quality Understand how leaders monitor and assess efforts to improve quality PowerPoint Slide # 16-1, n17

3. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 LGBT Affirmative Services Quality Checklist  Leadership  Human Resources  Patient Rights and Organizational Ethics  Education of Patients and Families  Assessment of Patients  Care of Patients and Continuum of Care  Management of Information  Performance Improvement PowerPoint Slide # 16-2, n18

4. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 Tools for Monitoring Progress Collecting Baseline Data Measure performance against baseline data. Add appropriate data fields for sexual behavior & identity and information about significant same-sex relationships Confidentiality should always be of concern. PowerPoint Slide # 16-3, n19

5. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 Tools for Monitoring Progress Client feedback Client satisfaction surveys Guest client Exit interviews and patient satisfaction interviews Focus groups Examination of service utilization PowerPoint Slide # 16-4, n20

6. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 Tools for Monitoring Progress Evaluate specific outcome measures such as  Number of LGBT clients abstaining from substance use  Number of LGBT clients relapsing  Number of LGBT clients readmitted. Compare outcomes Compare outcome data Compare agency outcomes PowerPoint Slide # 16-5, n21

7. Unifying science, education and services to transform lives. A Provider’s Introduction to Substance Abuse for LGBT Individuals Program Admin Guide: Mod 14-18 XYZ Case Example : XYZ Hospital 1. How did XYZ Hospital assess the LGBT community’s need for services? 2. What tools did XYZ Hospital use for monitoring client progress? 3. How could your agency more effectively expand and evaluate services for LGBT clients ? PowerPoint Slide # 16-6, n22