New Generation Medication QM staff chart reviews Ongoing Meet HHSC standards Compliance Certification of residential Survey and audit process Per State Re-certification and other service programs schedule by State Agencies Crisis Redesign Services QM review of crisis call logs Ongoing Meet standards & crisis response times & follow-up/linkages; CARE reports & MBOW Continuity of Services Reports from CARE; review Monthly Meet standards by QM staff 1115 Waiver Projects Reports on Waiver Monthly Meet HHSC/CMS activities/outcomes; Benchmarks Expansion of Peer Support Activities and COPSD Services YES Waiver Compliance MBOW Reports; QM & Monthly Meet HHSC standards Mgmt program audits ADA Compliance Review/update of ADA Annual Meet standards Plan& implementation Veterans Service Program Service delivery reporting to Quarterly Meet HHSC standards Implementation Plan TexVet CMS Emergency Review/Revise Safety Plan Ongoing Meet CMS standards Preparedness Plan Implementation CQI Project: Rationale for CQI Project: Past results on HHSC Mystery Caller reviews indicated a need to gain insight into the and access to care and address any concerns. organization’s responsiveness Goal: Increase Customer Satisfaction and Access to Services Objective 1: Maintain scores on HHSC Mystery Caller audits to 90% or better Milestones: Continue customer service training for front-line staff Provide customer service training to all front-line staff and to new staff as they on-board. Implementation Date: 1st Quarter FY18 & Ongoing Staff/Area Responsible: HR, QM, MH Program Managers
New Generation Medication Compliance QM staff chart reviews Ongoing Meet HHSC standards Certification of residential and other service programs by State Agencies Survey and audit process Per State schedule Re-certification Crisis Redesign Services QM review of crisis call logs & crisis response times & follow-up/linkages; CARE reports & MBOW Ongoing Meet standards Continuity of Services Reports from CARE; review by QM staff Monthly Meet standards 1115 Waiver Projects Reports on Waiver activities/outcomes; Expansion of Peer Support Activities and COPSD Services Monthly Meet HHSC/CMS Benchmarks YES Waiver Compliance MBOW Reports; QM & Mgmt program audits Monthly Meet HHSC standards ADA Compliance Review/update of ADA Plan& implementation Annual Meet standards Veterans Service Program Implementation Plan Service delivery reporting to TexVet Quarterly Meet HHSC standards CMS Emergency Preparedness Plan Implementation Review/Revise Safety Plan Ongoing Meet CMS standards CQI Project: Rationale for CQI Project: Past results on HHSC Mystery Caller reviews indicated a need to gain insight into the organization’s responsiveness and access to care and address any concerns. Goal: Increase Customer Satisfaction and Access to Services Objective 1: Maintain scores on HHSC Mystery Caller audits to 90% or better Milestones: Continue customer service training for front-line staff Provide customer service training to all front-line staff and to new staff as they on-board. Implementation Date: 1st Quarter FY18 & Ongoing Staff/Area Responsible: HR, QM, MH Program Managers
ACCESS-FY18-QM-UM-Plan.docx