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Quality Assurance


Description:

Implemented in 1996, the Quality Assurance process is values-based, comprehensive, and has a positive focus. One of the functions of the department is to ensure that supports and systems are in place for individuals to attain their goals and to achieve increased quality outcomes in their lives. The process also ensures that ongoing risk management occurs. By conducting internal reviews of all service locations, several positive outcomes have been obtained for individuals, programs, and the agency.

Each location where services are provided is visited at least twice a year by the Quality Assurance Department. Prior to each visit, a thorough record review is conducted to evaluate service delivery. Examples of areas reviewed include Individual Support Plan implementation, community integration strategies, assessments, Satisfaction Surveys, medical information and previous recommendations. Other records reviewed include fire drill reports, quarterly self-inspections, safety plans, etc. During visits, discussions with individuals served and staff occur and observations are made based on pre-established criteria. This includes quality of interactions, community involvement, satisfaction with services, program appearance, assistive technology use, skill development opportunities, communication, menu, behavior plan implementation, choice-making, sensitivity to individual needs, social skills training, etc.

Following each visit, a comprehensive report is completed and distributed to all applicable staff. This report highlights positive accomplishments and outcomes, as well as outlining recommendations. The positive comment section is an integral component of Quality Assurance reports; support and recognition is provided to staff by highlighting areas of strength. Attached to each report is a response sheet which is completed through a collaborative effort of all team members and returned to the Quality Assurance Department.

The Quality Assurance process has resulted in improvements in service delivery including increased agency-wide familiarity with values and the mission of the agency, increased capacity to identify trends for specific sites and for the agency overall, positive recognition to staff for quality outcomes and accomplishments and specific improvements for individuals served.

Recent new directions of the Quality Assurance Department include expansion of ongoing values training for agency staff and increased involvement of individuals receiving services in defining the quality outcomes that are most important to them.

For more information about Berkshire County Arc, visit our web page at http://www.bcarc.org


Contact Info:
Name:Debora DiDonna
Title:Quality Facilitator
Organization:Berkshire County Arc
Address:395 South Street
Pittsfield, MA 01201
  
Phone:413-499-4241, ext. 249
Fax:413-445-7863
E-mail:bcarc@netconnx.net
  

Web Links

www.bcarc.org
Berkshire County Arc Home Page

This information was found at www.qualitymall.org