Monitoring Systems for Quality Enhancement, Individual Safeguards and Risk Management

 

Quality Enhancement, Individual Safeguards and Risk Management are key elements of the supports provided by Delta Projects.  The goal of the agency is to provide the best services in a safe environment while assisting the individuals supported to achieve the maximum level of independence and self-reliance.  To achieve this goal Delta Projects conducts periodic satisfaction surveys, carries out regular quality reviews and participates in the state operated Home and Community Services Information System (HCSIS).  In addition, the Massachusetts Department of Developmental Services periodically monitors Delta’s services.

 

Satisfaction Surveys:  Satisfaction Surveys are conducted for each program in each affiliate on at least an annual basis.  The conducting of satisfaction surveys is the responsibility of the Human Resources Office.  Surveys are mailed to clients, family members (and guardians), staff and third party entities (e.g., funders).  A quality assurance specialist summarizes satisfaction surveys.  The CEO and the management team review the summaries.  Surveys indicating dissatisfaction with services are followed up by managers and when appropriate plans of correction are developed, implemented and monitored.

 

Balanced Score Card:  The Balanced Score Card process utilized at Delta Projects is based on the work of Robert Kaplan and David Norton in 1992 at Harvard University.  It is a customized performance management system that goes beyond conventional evaluation and is based on an organization’s strategic goals.  It is considered balanced because it examines performance measures grouped into four perspectives:

 

Customer Perspective

Learning and Growth Perspective

Financial Perspective

Internal Perspective

 

Their Balanced Score Card process is designed to link strategy to operations.  Delta has been using Balanced Score cards since 2006.  A quality enhancement specialist conducts a Balanced Score Card for each residence at least twice a year.  The quality enhancement specialist summarizes results and the CEO and management staff to identify trends and actionable areas reviews those summaries.  Score cards are followed up by managers and appropriate plans of correction are developed, implemented and monitored.

 

Home and Community Services Information System:  HCSIS is a state-operated on-line database for submitting reports relating to various quality management metrics.  These metric include Incident Reports, Restraint Reports, Medication Occurrence Reports, Health Care Monitoring and Investigations.  This data is compiled on a quarterly basis for analysis using HCSIS databases by Delta staff.  Key elements within each area are analyzed and charted for review by senior management staff.   The data is used to identify trends and determine areas for follow up.

 

Periodic Monitoring by the State:  The Office of Quality Enhancement (OQE), Massachusetts Department of Developmental Services conducts periodic reviews of all funded provider agencies.  In this process a team of state quality staff visit the sites operated by an agency, interview persons served and staff, review records and conduct a environmental review (e.g., is the home clean, safe, attractive).  Based on the review the OQE awards a level of certification; the longest certification available is two years.  In 2009, Delta Projects was awarded a two-year certification.