QUALITY MANAGEMENT ACTIVITIES

Total quality management and continuous quality improvement occur within the context of various planned activities. These activities include, but are not limited to, the following:

1. Risk Management

   The Quality Management Committee monitors:

   1. High Volume Service and Treatment
   2. High Risk Members and Treatment
   3. Behavioral Health Rehabilitation Services for Children and Adolescents
   4. Critical Incidents
   5. Quality of Care
2. Evaluation of the Effectiveness of Services

   The Quality Management Committee evaluates the effectiveness of services provided to consumers and families. The following domains are included:

   1. Access to Services
   2. Appropriateness of Service Authorizations (Authorization system audits)
   3. Authorization and Grievance Data
   4. Quality of Service Management Planning
   5. Treatment Outcomes
      1. Participation in all data collection and reporting activities required by the Department of Public Welfare
      2. Population-based studies and surveys as approved by the QMC
3. Evaluation of the Quality and Effectiveness of Internal Processes

   The Quality Management Committee evaluates the effectiveness of internal processes and overall performance. The following domains and methodologies are included:

   1. Telephone Access Standards and Responsiveness
   2. Responsiveness and Accuracy of Member and Provider Services
   3. Relapse and Recidivism Rates
   4. Overall Utilization Patterns and Trends
   5. Coordination with Other Service Agencies and Schools
   6. Complaint and Grievance Tracking Process
   7. Adequate Capacity in Provider System
4. Evaluation of the Quality and Performance of the Provider Network

   The Quality Management Committee uses data to focus on the assessment of health care delivery and patterns and trends in care, rather than on individual occurrences of care.The system includes the following components:

   1. Utilization Patterns
   2. Complaint and Grievance Data
   3. Quality of Individualized Service Plans and Treatment Planning
   4. Recidivism and Relapse Rates
   5. Critical Incidents
   6. Consumer Satisfaction Team (CST) Data
   7. Administrative Compliance
   8. Provider Profiles and Report Cards
   9. Annual Telephonic Satisfaction Survey Data
   10. Clinical Documentation Record Reviews
5. Monitoring of Significant Member Incidents

   Quality Management prepares monthly reports showing the frequency and type of critical incidents by population category (e.g., age, gender, diagnosis, etc.) and by service type. Clinical records may be requested, in some cases, for review by the VBH-PA Risk Management Analyst. Other avenues are explored as well, in order to complete a thorough investigation. The QMC has final authority to close critical incident cases.

6. Reporting of Suspected/Substantiated Fraud and Abuse

   The Fraud and Abuse Coordinator prepares a written report each quarter, which includes all allegations of fraud and/or abuse, by type of event, sanitized to protect confidentiality, and the outcome of the investigation.

7. Clinical Records Content, Retention and Storage

   VBH-PA has established policies and procedures for clinical records content, retention and storage, which encompass physical security, information systems security and staff training. This is monitored in the recredentialing process.

8. Assessment of Member Satisfaction

   In order to determine if behavioral health services are meeting the needs and expectations of consumers, family members, including parents of children and adolescents, and persons in recovery, the HealthChoices Program has established systems and procedures to routinely assess member and family satisfaction. These systems and procedures include the use of ongoing consumer/family satisfaction team (CST) providing for face-to-face discussions with consumer and family members as a means for early identification and resolution of problems related to service access, delivery and outcome. Providers are expected to cooperate fully with all CST activities. An annual statistically valid telephonic survey is conducted by VBH-PA. Findings and resulting recommendations from the survey and CST activities are incorporated into the HealthChoices Program ongoing quality management and improvement program.

9. Assessment of Provider Satisfaction

   An annual telephonic provider satisfaction survey is conducted by VBH-PA. Data is reviewed by the QMC and areas for quality improvements are developed and monitored.