Continuous Quality Improvement Tools and Strategies

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ADRC-TAE Issue Brief - Excellent Customer Service in an ADRC

Source: ADRC-TAE
This ADRC-TAE issue brief describes why excellent customer service is important within the context of an Aging and Disability Resource Center by illustrating lessons learned about providing excellent customer service from the private and public sectors and drawing practical implications for designing and operating an ADRC that provides excellent customer service.
(Word)
(PDF)
Updated March 6, 2008

NASUA Vision 2010: Toward a Comprehensive Aging Information Resource System for the 21st Century

Source: National Association of State Units on Aging
This document provides an overview of the obstacles older Americans and their families face, The Older Americans Act Information Network, future trends that impact older Americans and their families, and challenges to the policies and programs in the aging network. The NASUA vision includes providing leadership, a comprehensive aging information resource system, being responsive, integrating relevant programs, adequate funding, skilled personnel, technology, and marketing.
(External Link)
Updated December 16, 2010

ADRC Consumer Based Standards

Source: Oregon
These are the final ADRC Consumer Based Standards from Oregon. They include consumer expectations, ADRC standards, and draft performance metrics for six categories including IR&A and Options Counseling.
(PDF)
Associated Date: June 2012

Quality Schematic for Continuous Quality Improvement

Source: TAE
This schematic walks states briefly through the key elements of a data driven CQI plan.
(Word)
(PDF)
Associated Date: April 2012

Steps to Creating a Comprehensive Quality Improvement Plan

Source: TAE
This decribes the steps in creating a continuing quality improvement plan in an understandable way by comparing it to building a house.
(Word)
(PDF)
Associated Date: April 2012

Plan Do Study Act Framework for Quality Improvement

Source: TAE
These slides describe the "Plan Do Study Act" frame work for CQI developed by Langley and Nolan.
(Powerpoint)
(PDF)
Associated Date: April 2012

VA Quarterly Report for OC

Source: Virginia
This tool from Virginia is what guides local implementation teams in submitting data quarterly for their options counseling evaluation.
(Word)
(PDF)
Associated Date: October 2011

ADRC Semi-Annual Report Fall 2010 Summary Analysis of State-Level Narrative Reporting: Quality Assurance and Continuous Improvement

Source: TAE
This document provides a summary of the responses provided by the ADRC grantees to questions asked in the Fall 2010 Semi-Annual Reporting Tool (SART) in the category of Quality Assurance and Continuous Improvement. Contains information about the extent to which grantees are tracking outcomes in the areas of service provision, diversion, options counseling, and transition.
(Word)
(PDF)
Associated Date: May 2011

NC Evaluation Methodology for Collecting Baseline Consumer Satisfaction Information

Source: North Carolina
This document contains detailed instructions to be used by newly-forming ADRC (called Community Resource Centers in North Carolina) for conducting pre-launch (baseline) consumer satisfaction information. Collecting baseline data is helpful for determining the impact and positive outcomes of ADRC activities and provides valuable information about what is working as well as areas that need improvement as the programs evolve.
(Word)
Added August 6, 2010

North Carolina Evaluation Goals and Baseline Consumer Satisfaction Survey

Source: North Carolina
This document contains a good example of methodology for collecting baseline consumer satisfaction data from newly-forming ADRCs (called Community Resource Centers in North Carolina). In addition to describing the methodology the report presents findings for the first three new CRCs in North Carolina in terms of goals set for them in their evaluation plan.
(Word)
Added August 6, 2010

Illinois's Coordinated Point of Entry Standards

Source: Illinois
Illinois created a set of standards to ensure that ADRCs are integrated access points where consumers receive information and assistance, assessments of needs, care planning, referral, assistance in completing applications, authorizations of services, and follow-up to ensure that referrals and services are accessed.
(PDF)
Added June 21, 2010

ADRC Supervisor Call Listening Feedback Form

Source: Brown County, Wisconsin ADRC
This document is used by the Brown County, Wisconsin ADRC site to provide feedback to staff after call listening by a supervisor. Call listening is a quality improvement strategy used by the Brown County ADRC to ensure staff are appropriately responding to initial calls to the ADRC and remaining open to the need for options counseling. The form also assesses staff competency in incorporating motivational interviewing skills into interactions with consumers and helps identify training needs.
(Word)
(PDF)
Updated October 14, 2011

Wisconsin ADRC Quality Improvement RFP

Source: Wisconsin ADRC
This Request for Proposals describes an initiative by the Wisconsin ADRC to contract with an evaluator/quality improvement entity to provide the expertise and tools necessary so the Office for Resource Center Development and all ADRCs in Wisconsin can understand and incorporate the principles and practices of continuous quality improvement into their organizations. The RFP provides a concise overview of the ADRC program in Wisconsin and the state’s rationale, expected benefits and ongoing efforts to incorporate quality assessment and continuous quality improvement into their ADRC’s organizational infrastructure.
(Word)
(PDF)
Added April 15, 2010

Information & Assistance and Options Counseling in Wisconsin ADRCs: Domains of Customer Satisfaction & Quality Indicators

Source: Wisconsin ADRCs
This handout entitled Information & Assistance and Options Counseling in Wisconsin ADRCs: Domains of Customer Satisfaction & Quality Indicators was provided as part of the 2010 National Meeting during the session Interactive Workshop on Reaching and Serving Private Pay Consumers.
(Word)
(PDF)
Updated May 4, 2010

Using Data to Assess Quality Improvement Results
Source: Mathematica Policy Research
This is the Power Point presentation by Debra J. Lipson given at the 2010 National Meeting during the session entitled Quality Improvement Methods to Guide Real Systems Change.
(Powerpoint)
(PDF)
Updated March 2, 2010

Using QI Methods to Guide Real System Changes

Source: Oregon and Wisconsin
This is the Power Point presentation by Linda Dreyer and Carrie Molke given at the 2010 National Meeting during the session entitled Quality Improvement Methods to Guide Real Systems Change.
(Powerpoint)
(PDF)
Updated February 19, 2010

AoA Presentation on Care Coordination and Transitions through QIO Partnerships
Source: Administration on Aging
This presentation on care coordination and transitions through partnerships with Quality Improvement Organizations (QIO) was given at the National Association of Area Agency on Aging 2009 Conference by Joseph Lugo of AoA.
(PDF)
(Powerpoint)
Associated Date: July 20, 2009

Presentation on Risk Management in Participant Directed Programs - June 2009 Monthly Call

Source: NRCPDS, Technical Assistance Exchange
This presentation by Suzanne Crisp of the National Resource Center on Participant-Directed Services describes strategies for risk management in participant-directed programs like VDHCBS or Cash and Counseling.
(Powerpoint)
(PDF)
Associated Date: June 17, 2009

New Hampshire NHD Prior Rights Violation Release

Source: New Hampshire
The New Hampshire NHD program uses this form to fulfill its requirement to safeguard the rights and safety of all individuals receiving services.
(PDF)
Added January 23, 2009

Kentucky NHD Quality Service Agreement

Source: Kentucky
Kentucky uses this agreement to assure the consumer of the quality, confidential nature of NHD services. It is signed by the consumer and the case manager.
(Word)
(PDF)
Added January 10, 2009

Kentucky NHD Values Statement

Source: Kentucky
This document is Kentucky's NHD Values Statement, centered around the following values: self-directed, individualized, quality and fiscally responsible.
(Word)
(PDF)
Added January 10, 2009

Arkansas WorkPlan and Quality Management

Source: Arkansas
Arkansas created this document to ensure that the program accomplishes all its responsibilities within required time periods and according to established IRS regulations. It also expands on the goals and standards’ set for each service or responsibility.
(Word)
(PDF)
Updated February 10, 2009

West Virginia NHD Quality Workplan

Source: West Virginia
West Virginia created this Quality Workplan, detailing goals, measurable outcomes, and objectives of the NHD program.
(Word)
(PDF)
Updated February 10, 2009

West Virginia NHD Quality Council Procedures Handbook

Source: West Virginia
The purpose of the WV NHD Quality Council is to provide guidance and feedback in the development of a quality assurance and improvement system for FAIR Plus.
(Word)
(PDF)
Updated February 10, 2009

Evaluation, Barkey and Koopman - 2008 National Meeting

Source: Michigan
This is Nora Barkey and Jan Koopman's presentation for the Evaluation - Promoting Quality and Consumer Satisfaction session at the 2008 National Conference.
(Powerpoint)
(PDF)
Added September 24, 2008

Evaluation, Flowers - 2008 National Meeting

Source: Wisconsin
This is Amy Flowers presentation for the Evaluation - Promoting Quality and Consumer Satisfaction session at the 2008 National Meeting.
(Powerpoint)
(PDF)
Added September 24, 2008

NH ServiceLink Program Review Checklist

Source: New Hampshire
New Hampshire used this checklist to conduct program reviews of their ServiceLink Resource Centers. The checklist outlines ServiceLink contract requirements and operating standards.
(Word)
(PDF)
Updated February 10, 2009

Idaho Performance Measures

Source: Idaho ADRC
This is a grid of goals and performance measures for Idaho's Aging Connections that are a part of legislative reporting.
(Word)
(PDF)
Updated February 8, 2011

Home Care Quality: Emerging State Strategies to Deliver Person-Centered Services
Source: AARP Public Policy Institute
This AARP Public Policy Institute Issue Paper examines the efforts of South Carolina, Washington and Wisconsin to improve home care quality by using a more person-centered approach. The initiatives described in this report point to the significant ongoing efforts that states are using to ensure quality care and support in the home. The challenge for state officials continues to be the creation of quality assurance systems that place consumer needs and goals for quality of life first.
(External Link)
Updated June 11, 2010

Bangor ADRC Quality Feedback Process for Referrals (DRAFT)

Source: Bangor ADRC, Maine
As the Bangor ADRC project seeks to make the referral process simple and easily accessible by the consumer, it is important that feedback be given to the coalition and the providers as to the ease of referral. This policy helps to make the expectations clear.
(PDF)
(Word)
Updated December 12, 2007

Bangor ADRC Customer Service Standards

Source: Bangor ADRC, Maine
This list of customer service standards from the ADRC in Bangor, Maine, strives for a balance between caller's expectations and system capacity.
(PDF)
(Word)
Updated November 20, 2007

Ethical Practice Standards for Geriatric Care Managers
Source: Heart of Texas Real Choice Program, Texas
This document presents comprehensive practice standards and ethics for geriatric care managers.
(Word)
(PDF)
Updated February 10, 2009

CMS Quality Toolkit, Participant Experience Survey (PES)
Source: The MEDSTAT Group for CMS
CMS provides information that can assist states in designing or administering consumer surveys.
(External Link)
Updated December 12, 2007

Wisconsin ADRC Quality Site Review Process

Source: Department of Health and Family Services, Wisconsin
This tool is used in an on-site review conducted for each Wisconsin Resource Center annually by a team of State staff.
(External Link)
Updated December 12, 2007