Year End Report - Synod Residential Services, Inc.
Overview Introduction Quality Assurance & Improvement FY 2011 Year End Report The Synod Quality Assurance and Improvement (QAI) Plan for Fiscal Year 2011 describes specific processes Synod has implemented and maintains to ensure excellent care and service to our clients. The Plan provides for quality improvement procedures that are overseen by the QAI Committee, the QAI/Database Manager and the CEO. This team is responsible for promoting, monitoring and evaluating performance indicators and trends activities, enabling Synod and our clients to track their progress in meeting their goals. Our QAI Program focuses on system effectiveness, root cause analyses and remaining forward-thinking in the development of new systems to improve our delivery of service. Our Plan is designed around the following commitments: • To use a planned and systematic process to assess objectively the quality of services provided to our clients. • To use a planned and systematic process both to assess objectively and to ensure safe practices and a safe workplace. • To implement corrective action when issues or opportunities for improvement in care or safety are identified. Synod builds Quality Assurance into the framework of our programs to facilitate continuous monitoring and self-correction throughout our organization. Quality Assurance and Improvement is an integral part of the way we do business. Outcome Development The service outcomes measured in the SRS 2011 QAI Program reflect stakeholder expectations as originally established through an extensive series of questionnaires and interviews, then updated in conjunction with the agency strategic plan. Our stakeholders have consistently indicated that the hallmarks of Synod service include: 1) the creation of living environments that are autonomous but designed to support and ensure the safety, health and overall well-being of the occupants; 2) conscious respect for the rights and dignity of clients as individuals with the full range of human potential and aspirations; and 3) organizational capacity to provide quality and cost effective therapeutic supports. The indicators tracked through our QAI program are selected as representative measures of these three fundamental outcomes. Our program is based on the standards issued by the Commission on Accreditation of Rehabilitation Facilities. 1. Satisfaction – Client satisfaction through intake, service, and exit surveys. Satisfaction surveys from at least two other stakeholder groups. 2. Effectiveness – The results of services. 3. Efficiency – Costs, responsiveness, timeliness, cost effectiveness, relationship between resource use and results. Page 2 of 11
Outline of the QAI Plan Quality Assurance & Improvement FY 2011 Year End Report Synod strives to provide culturally informed service that respects the range of human expression and difference. Synod staff will be sensitive to the clients’ ethnic, religious and cultural background. pg. 4 Satisfaction Program Participants will be satisfied with the services they receive from SRS. At least 90% of all clients surveyed will be satisfied with SRS services as expressed on the Client Satisfaction Survey. pg. 4 At least 90% of surveyed employees will be satisfied with the quality of service the agency provides to clients. pg. 4 At least 90% of all clients surveyed will be satisfied with SRS services as expressed on the Client Exit Survey. pg. 4 Effectiveness Synod will ensure that all program participants are treated with dignity and respect in all interactions. The number of staff Recipient Rights violations, relative to the number of service days provided, will stay below .1% pg. 4 A minimum of 90% of all program participants will state they are treated with dignity and respect by SRS staff as expressed in the Client Satisfaction Survey. pg. 5 Synod will ensure a safe and adequate living environment while promoting the health and well-being of program participants. The occurrence of client in-home injuries, relative to the number of service days provided, will stay below .1%. pg. 5 The occurrence of incidents involving assaults committed by clients, relative to the number of service days provided, will stay below .1%. pg. 5 Synod will prevent fatalities from accident or violence in its programs. pg. 5 Staff will succeed 80% of the time in helping clients keep their medical, mental health, financial and legal appointments on time, as scheduled. pg. 6 Facilities and fleet vehicles will be safely maintained. pg. 6 Synod will provide therapeutic support services that promote the recovery and housing stability of program participants. At least 90% of all clients surveyed will feel that SRS staff responded promptly when they asked for help. pg. 7 Clients will demonstrate their ability to do the things necessary to live in the community. pg. 7 Clients will demonstrate their ability to reduce the conduct that hinders their ability to live in the community. pg. 7 Clients will increase their participation in treatment goals. pg. 7 The activities that clients participate in will be meaningful. pg. 8 Group home events will allow clients to participate in community life. pg. 8 Clients will have the opportunity to receive alternative and recreational therapies. pg. 8 At least 80% of clients with hoarding behavior will engage in ongoing harm reduction services with Synod. pg. 8 Synod will ensure that services are provided by experienced caregivers. 80% of Synod’s employees or members of the occasional labor force will have been affiliated with SRS for at least one year. pg. 8 Synod will employ Human Resource strategies to minimize the disruption to care produced by excessive employee turnover pg. 9 Efficiency Synod will ensure efficient services to program participants. The use of overtime in our programs will stay at or below 5% of the total hours. pg. 9 The number of workplace employee injuries relative to the number of hours worked will be less than 0.01%. pg. 10 Page 3 of 11