Continuous Quality Improvement Report
2011-2012
Quarterly Quality Indicator Report Summary:
- No client grievances or complaints were filed
- No allegations by clients of abuse/ neglect by staff
- Michelle Cross resigned as evening receptionist. Francesca Spagnolo was re-hired for this position.
- No Recipient Rights Allegations were filed.
- No Employee Grievances were filed.
- No Complaints were received from funding/ licensing agencies.
- No client deaths or other critical incidents.
- No compliance issues with external audits. Four audits conducted (Prisoner Re-entry, CMH Desk Audit, Substance Abuse Prevention, CMH Chart Review) and all were 100% in compliance.
Utilization Review: Seventy seven cases were reviewed. In 97% of cases, treatment was progressing well, and client benefit was noted in the file. Cases appear to be triaged well, case assignments continuing to be appropriate with the addition of the Intake Specialist. In high risk cases, all appropriate interventions were followed. Minor issues were noted with missed signatures on client forms.
Client Satisfaction:
Quarterly Client Satisfaction Surveys: 654 Surveys were given to existing clients, and 537 were returned. All established benchmarks were met on all surveys, which indicated that in at least 90% of the cases, treatment was progressing as expected, and clients were satisfied with their treatment. Although bus tickets are available if needed by our consumers, transportation continues to be an issue identified by those in outlying areas of the county. Finances were identified as an issue, as more people are having higher insurance deductibles to be met, and limited United Way funding.
Post Discharge Surveys: 703 total client surveys were sent one-month post-discharge, six months post-discharge and one year post-discharge. 59 surveys were returned (approximately 8%) and out of those, 85% reported continued ease of symptoms one year post discharge.