The document discusses the quality improvement process at House of New Hope. It explains that quality improvement is a way to evaluate if services are meeting client needs, identify strengths, and find areas for improvement. All employees must take ownership of their work and align with the organization's mission. The quality improvement plan involves collecting information through record reviews, surveys, compliance plans and using this data to make decisions to enhance programs. Departments must meet various regulatory requirements. Quality is measured using reviews, surveys and agency audits with the goal of continuous improvement.

1. Quality
Improvement
House of New Hope
Orientation

2. Quality Improvement
 Quality Improvement is:
 a way of looking at House of New Hope’s
services
 deciding if our services are meeting the
needs of our clients
 what we are doing great
 what we can do better

3. Quality Improvement Plan
 In order for any Quality Improvement Plan
to succeed, each employee has to first
take ownership of their work
 We also have to align with the values and
the mission of House of New Hope

4. Vision & Mission Statement
 Vision Statement
 Our vision is a community where children, adults
and families have the support necessary to lead
safe and meaningful lives.
 Mission Statement
 It is our mission to optimize the potential of
children and adults by providing
compassionate healing environments and
individualized, community-integrated services.

5. Process of the Quality
Improvement Plan
 There are processes and procedures for
collecting information to make decisions
about how effective and beneficial our
programs are
 The process starts with
 Selection Criteria
 Reviewer Skills
 Record Review
 Compliance Action Plans & Improvement Plans
 Surveys and Feedback

6. Selection Criteria
 We work to include a “representative
sample” of each program. This means
that we try to get a sample of people to
obtain information on that represent what
our full client base looks like
 This is often done through things such as
age, gender, program involvement, etc.

7. Reviewers
 We will sometimes do “Peer Reviews”.
These are when our peers, or another in
the department, might review a chart to
give feedback on ways we can improve
and the quality of the work done.

8. Record Review
 Each record can go
through a review
process in which the
auditor will look for
several things. These
include:
 Completeness
 Accuracy
 Quality
 Other (i.e. ways to
improve)

9. Compliance Action Plans &
Improvement Plans
 These are ways to help any worker know
what can be improved and track the
improvements.

10. What Does This Look Like for
Me?
 Depending on the part of House of New
Hope that you work within, your quality
improvement goals might differ

11. ODJFS vs. ODMH vs. CARF vs.
DODD, etc.
 Depending on the program the service is
being offered under, different requirements
will be monitored
 Some different certifying entities include:
 Ohio Department of Jobs and Family Services
(ODJFS)
 Ohio Department of Mental Health (ODMH)
 Commission on the Accreditation of
Rehabilitation Facilities (CARF)
 Department of Developmental Disabilities
(DODD)

12. Clinical Department
 Providing excellent customer service to each client,
their families, and guardians/case workers
 Ensuring compliance with ODJFS, CARF, ODMH, etc.
 Providing quality care with each contact
 Following up on record reviews and compliance
action plans
 Improving each interaction for better services and
quality
 Adapting to the change requirements as they arise
 Completing outcome measurements
 Follow-up surveys

13. Mental Health Staff
 Providing excellent customer service to each
client, their families, and guardians
 Ensuring compliance with regulatory agencies
(i.e. ODMH, CARF, etc)
 Completing each record review action plan
 Completing outcome measurements
Follow Up Surveys
Completing all required
documentation

14. Personal Care Assistants
 Providing excellent customer service to
each client, their families, and guardians
 Completing all required documentation
 Following up with any record
requirements
 Comply with DODD requirements

15. Transporters
 Provide excellent customer service to
each child, family, foster parent, and
county workers
 Follow-up on all needs of clients and staff
 Provide timely transportation services
 Communicate any needs of clients and
information
Document any incidents or important
information

16. Office Staff
 Provide excellent customer to each
individual
 Ensure quality in each task completed
 Comply with any requirements from
House of New Hope or Agency

17. How Is It Measured
 How the quality of your area at House of
New Hope is measured depends on
which area you work. Here are some
examples:
• Clinical Department
• Record Reviews
• Surveys & Feedback
• Agency Audits
• Mental Health Staff
• Record Reviews
• Surveys & Feedback
• Agency Audits
• Personal Care Assistants
• Record Reviews
• Surveys & Feedback
• Agency Audits
• Transporters
• Surveys & Feedback
• Office Staff
• Surveys & Feedback

18. Surveys & Feedback
 House of New Hope will periodically
survey our clients and providers to see
their satisfaction level with our services
 This information will be used to help us
continue excellent service and improve to
better meet client’s needs

19. Continuous Improvement
 House of New Hope is continually looking
for ways to improve our client services,
satisfaction, and programs
 Each employee has a responsibility to
support continuous quality improvement,
regardless of the area of employment