to at least 90% by R1.2c Beginning January 1, 2018 (Second Year), identify at least one program-based Retention In Care Part A/MAI 2021. Quality Improvement Opportunity per year (identify, QM pilot-test, evaluate, implement improvement). R1.2d Review and update Client-Centered Care standards for Ryan White Program-funded OMC, OHC and MCM services, and evaluate (track) providers’ Review Part A/MAI compliance with these standards annually thereafter. and QM The standards have been reviewed and updated, and OMB-GC is setting mechanisms in place for evaluation. A status report will be provided in July. R1.3 R1.3a Enhance By December the RWP 31, 2017 (First Year), identify and Client-Centered review existing Care provider-based processes for quality monitoring management lagtime, wait time and hold time in 100% of protocols Part A/MAI-funded for (1) OMC, OHC and MCM providers; reducing develop lagtime and implement to first system-wide protocols for Part A/MAI or repeat measurement and reporting. Challenge: while many QM ment appointments; providers have (2) aggressive standards for service reducing delivery, wait monitoring time in is not easy. The Integrated Plan lobby workgroup for will be enlisted to brainstorm questions to appointments; pose to providers and (3) in April, with data available in July. reducing hold time R1.3b Beginning January 1, 2018 (Second Year), track Part A/MAI reaching live help by lagtime, wait time and hold time performance of Ryan Track Track QM telephone, White Program for Ryan OMC, OHC and MCM providers. White Program OMC, R1.3c Reduce average lagtime, average wait time and Part A/MAI OHC and MCM average hold time by 25%, relative to standards 5% QM providers. updated in R1.2c and tracked in R1.3a and R1.3b.
to at least 90% by 2021. R1.2c Beginning January 1, 2018 (Second Year), identify at least one program-based Retention In Care Quality Improvement Opportunity per year (identify, pilot-test, evaluate, implement improvement). Part A/MAI QM R1.2d Review and update Client-Centered Care standards for Ryan White Program-funded OMC, OHC and MCM services, and evaluate (track) providers’ compliance with these standards annually thereafter. The standards have been reviewed and updated, and OMB-GC is setting mechanisms in place for evaluation. A status report will be provided in July. Part A/MAI QM Review and R1.3 Enhance the RWP Client-Centered Care quality management protocols for (1) reducing lagtime to first or repeat appointments; (2) reducing wait time in lobby for appointments; and (3) reducing hold time reaching live help by telephone, for Ryan White Program OMC, OHC and MCM providers. R1.3a By December 31, 2017 (First Year), identify and review existing provider-based processes for monitoring lagtime, wait time and hold time in 100% of Part A/MAI-funded OMC, OHC and MCM providers; develop and implement system-wide protocols for measurement and reporting. Challenge: while many providers have aggressive standards for service delivery, monitoring is not easy. The Integrated Plan workgroup will be enlisted to brainstorm questions to pose to providers in April, with data available in July. Part A/MAI QM ment R1.3b Beginning January 1, 2018 (Second Year), track lagtime, wait time and hold time performance of Ryan White Program OMC, OHC and MCM providers. Part A/MAI QM Track Track R1.3c Reduce average lagtime, average wait time and average hold time by 25%, relative to standards updated in R1.2c and tracked in R1.3a and R1.3b. Part A/MAI QM 5%