1. Crossing the Quality Chasm in Behavioral Health Building an Action Agenda The Twenty-First Annual Rosalynn Carter Symposium on Mental Health Policy Wilma Townsend, MSW WLT Consulting November 2, 2005

2. What is Quality? The degree to which health services for individuals and populations increase the likelihood of desired health outcomes; and are consistent with current professional knowledge. The degree to which health services for individuals and populations increase the likelihood of desired health outcomes; and are consistent with current professional knowledge.

3. Right Aims and Rules Right Aims and Rules Building an understanding of the values individuals and populations bring to the Aims and Rules Building an understanding of the values individuals and populations bring to the Aims and Rules –How will we do that?

4. Understanding what it really means to do person centered planning; how do we really do it? Understanding what it really means to do person centered planning; how do we really do it? –Continuous dialogue and partnering with consumers around all phases of treatment, service delivery, and evaluation.

5. How do we put the quality agenda on the person and not on the paper? The Aims are more likely to be measured via paper vs through people. How do we put the quality agenda on the person and not on the paper? The Aims are more likely to be measured via paper vs through people. –Quality outcomes should be inclusive of both systems and individuals and should be aligned through shared understanding of what comprises quality across and throughout the system.

6. Culture Culture –Recognizing everyone comes with a unique culture –Being able to view and value another’s culture –How do we integrate culture into person centered planning –Training –Resources (culture and treatment) National Alliance for Multiethnic Behavioral Health National Alliance for Multiethnic Behavioral Health

7. Impact on the average behavioral healthcare organization Impact on the average behavioral healthcare organization –Training in Person Centered Planning –Ensuring consumer and family involvement and partnerships –Measurement against both system and consumer outcomes

8. Focus on impact or outcomes of services vs the mechanics of the process Focus on impact or outcomes of services vs the mechanics of the process Learning to facilitate rather than control the process Learning to facilitate rather than control the process

9. Impact on consumers Impact on consumers –No more “poor me!” –Taking responsibility for treatment and service needs and partnering with providers toward recovery –Becoming expert advocates –Ability to direct their own person centered planning process

10. Impact on systems Impact on systems –Ensuring the financial and manpower resources to facilitate Person Centered Planning and implementing evidenced based practices –Provide required training and partnering opportunities –Ensure diversity and acceptance of differences in people, processes, and outcomes

11. RECOVERY IS WHAT THE CONSUMER DOES FACILITATING RECOVERY IS WHAT THE CLINICIAN DOES SUPPORTING RECOVERY IS WHAT THE SYSTEM AND COMMUNITY DOES