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Quality Improvement

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Quality Functions & Processes

Quality Assessment Performance Improvement Program 
The Quality structure is described in the Authority’s Quality Assessment Performance Improvement Program (QAPIP).  This aligns with the regulatory requirements of the Michigan Department of Health and Human Services (MDHHS), External Quality Review (EQR), and best practice for total quality management.
The QAPIP is facilitated by the Quality Unit within the Authority, and includes but is not limited to the ten (10) functions identified in the Application for Participation.  The Quality Unit is organized around four (4) core functions:  Performance Improvement, Performance Measurement, Performance Monitoring and External Quality Review/Accreditation. The Authority retains ultimate responsibility for these functions, but may require the MCPNs, and direct contractors to perform these functions.

It is an expectation by MDHHS that at a minimum the Authority provide the following ten *functions:

  1. Developing an annual Quality Assessment and Performance Improvement Program (QAPIP) plan and report.
  2. Standard-setting.
  3. Conducting performance assessments
  4. Conducting on-site monitoring of providers in the provider network.
  5. Managing regulatory and corporate compliance,
  6. Managing outside entity review processes (e.g., external quality review, PIHP accreditation),
  7. Conducting research,
  8. Facility quality improvement process,
  9. Facility provider education and oversight,
  10. Analyzing critical incidents and sentinel events.

*All of these functions are not the direct responsibility of the Quality unit but may be connected through the Quality Improvement Program Structure under the Quality Improvement Steering Committee.

Performance Improvement Function 
This function is responsible for total quality management/continuous quality improvement activity.  This involves the development of annual Quality Assessment and Performance Improvement plans, reports and implementation of the QAPIP.  Performance Improvement includes the facilitation of the Quality Improvement Steering Committee (QISC).
The QISC oversees the quality function and is composed of key units within the Authority, providers, consumers and practitioners.  It reports to the Program Compliance Committee of the Board of Directors.  The QISC receives performance reports from the Authority Units and has a functional subcommittee structure that reports to it.
External Quality Review (ERQ) and Accreditation
These functions are responsible for coordinating outside entity review processes.  This will specifically address EQR and our plan to pursue accreditation by National Council on Quality Assurance (NCQA).  EQR is a Balance Budget Act requirement of CMS that MDHHS contract with an independent entity to review the quality of the Prepaid Inpatient Health Plans (PIHPs) as a condition of the waiver.  MDHHS contracts with Health Services Advisory Group (HSAG) out of Arizona.   They conduct three reviews annually: Compliance Monitoring, Performance Measure (ISCAT) Validation, and Performance Improvement Project (PIP) Validation.
Performance Monitoring Function
The Performance Monitoring function is responsible for compliance monitoring of our entire system.  The Authority through its performance monitoring will set standards, conduct performance assessments, conduct remote and on-site monitoring of providers in the network; monitor facility quality improvement process, and facility provider education and oversight. 
Additionally, the performance monitors are responsible for other key functions required by MDHHS. All MDHHS and Integrated Care Organization (ICO) site visits, corrective action plans and improvement plans are coordinated by the performance monitoring staff.  New program enrollment reviews and Medicaid Enrollment reviews are conducted by the performance monitors.  This involves a site visit to ensure any new program or program requiring Medicaid enrollment meet the minimum requirement for participation in our network.


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Quality Mission
The Quality Improvement unit of the Authority is committed to ensuring the supports and services provided to the persons in our community by the provider network is of the highest quality and exceeds our customer’s expectation.
Quality Vision
DWMHA will be the benchmark of excellence and value in behavioral health care by providing exemplary services that are both patient-centered and evidence-based.
Quality Values/Guiding Principles
There are four (4) values or main principles of quality improvement:
  1. Focus on the customer. Services should be designed to meet the needs and expectations of customer.  An important measure of quality is the extent to which customer needs, desires and expectations are met.
  2. Understanding work as a system and processes.  Providers need to understand the service system and its key processes in order to improve them.  Using tools of process engineering allows simple visual images of these processes and systems.
  3. Teamwork.  Because work is accomplished through processes and systems in which different people fulfill different functions, it is essential to involve the process owners  in the improvement.  This brings their insights to the understanding of changes that need to be made and to the effective implementation of the appropriate processes, as well as the development of ownership of the improved processes and systems.
  4. Focus on the use of data.
    Data are needed to analyze processes, identify problems, and measure performance.  Changes can then be tested and the resulting data analyzed to verify that the changes have actually led to improvements.

Quality Resources

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