HAYMARKET CENTER MH/PSS QUALITY IMPROVEMENT PRESENTATION Jessica L Dubuar, LCPC Assistant Clinical Director 312.226.7984 x373 jdubuar@hcenter.org
HAYMARKET CENTER MH/PSS QUALITY IMPROVEMENT PRESENTATION: CLIENT SATISFACTION SURVEY UTILIZATION • Haymarket Center Ryan White Program lacks a Quality Improvement process and procedure that is specific to the needs of RW clients. • Client Satisfaction surveys were administered but lacked RW specific questions or a way to differentiate the experience of the RW clients from other clients.
QUALITY IMPROVEMENT FLOW-CHART FOR RYAN WHITE SERVICES Gather information from RW patients and other stakeholders concerning their service delivery and satisfaction ↕ Weekly meetings between Health Ways to enhance service and Wellness staff and staff delivery is also discussed based servicing RW patients on the on feedback from the patient ↔ programs to discuss the efficiency and other invested parties. and effectiveness of service delivery. ↕ Successes and challenges are determined because of these meeting to establish quality standards ↕ Develop plans to improve the efficiency and effectiveness of service delivery and patient satisfaction ↕ The use of rapid-cycle testing (RCT) to Apply these plans to a maximum of 2 Measure the effectiveness of the examine and test the recommended programs servicing RW patients to test improvements on those programs. changes before implementing them fully is ↔ ↔ before they become a permanent change. a practice of Haymarket Center RW services. ↕ Update quality improvement plan to include these changes and roll out new practices in all programs servicing RW patients. Update and create new policies and procedures when necessary.
BASELINE DATA 100% ANSWERED "YES" TO BEING SATISFIED WITH THE SERVICES RECEIVED FROM THE HEALTH & WELLNESS DEPARTMENT 90% Haymarket 80% Center % OF SATISFACTION 70% Client WITH H&W Satisfaction 60% Program Answered Yes DEPARTMENT Survey 50% Mater Hall 5 100.0% 40% Maternal Addiction Center (MAC) 2 100.0% Men's Intergrated Treatment (MIT) 9 81.8% 30% Rapid Stabilization Program (RSP) 10 90.9% 20% 10% % OF SATISFACTION Women's Residential Treatment (WRR) 1 20.0% WITH H&W 0% Maternal Addiction Center… Men's Intergrated Treatment… Women's Residential… Women's Intergrated… Transforming Women's Lives… Transition Toward Recovery… Community Intergrated… Men's Residental Treatment… DEPARTMENT Mater Hall Rapid Stabilization Program (RSP) MOM's Sangamon House Family Recovery COPE Men's Recovery Home (MRH) Health & Wellness Total Women's Intergrated Treatment (WIT) 6 100.0% MOM's 7 77.8% Transforming Women's Lives (TWL) 7 87.5% Transition Toward Recovery (TTR) 7 77.8% Sangamon House 5 100.0% Family Recovery 3 75.0% Community Intergrated Program (CIP) 7 87.5% COPE 3 100.0% Men's Residental Treatment (MRR) 3 75.0% Men's Recovery Home (MRH) 3 100.0% Health & Wellness Total 3 75.0%
ATTEMPTS AT IMPROVEMENT 90 80 70 60 50 40 30 20 10 0 How many clients How many clients How many clients How many clients How many clients How many clients How many clients reported an overall were satisfied with were satisfied with were satisfied with were satisfied with reported that they reported that their satisfaction with their the amount of time the number of how quickly they how promptly the were treated with provider clearly provider and services spent with their referrals they could get an staff answered the dignity and respect by answered their at the facility? provider? received? appointment? telephone? providers and staff? questions? 1 2 3 4 5 6 7
HAYMARKET CENTER MH/PSS QUALITY IMPROVEMENT PRESENTATION: CLIENT SATISFACTION SURVEY UTILIZATION • Analysis of the surveys need to be improved to get more feedback from RW clients about their specific experience with program services • Survey data will identify areas for improvement and help shape the direction of the program
QUESTIONS??? Jessica L Dubuar, LCPC 312.226.7984 x373 jdubuar@hcenter.org
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