PQI Information Packet for Stakeholders

Northeast Ohio Behavioral Health, Ltd.

Office Locations:

4510 Dressler Road, N.W.
Canton, OH 44718

2795 Front Street, Suite A
Cuyahoga Falls, OH 44221

CARE Center at Akron Children’s Hospital
One Perkins Square
Akron, OH 44306

The Children’s Network
213 Market Avenue North, Suite 200
Canton, OH 44702

Director: Robin Tener, Ph.D.

Business Manager: Renee Pittman

Advisory Board: Robin Tener, Ph.D. (Board Chair)

Robert Haag

Esther Thomas, J.D.

Ann Hickin, Ph.D.

Joy Conway, R.N.

Quin Wychanko

Eileen Kish

Stakeholder Liaisons: Robin Tener, Ph.D., Director

Renee Pittman, Business Manager

Luann Warner, Intake Specialist, Dressler Office

Bryn Mastin, Intake/Front Desk Specialist, Cuyahoga Falls Office

Carol Kaman, Billing Specialist, Dressler Office

Am I a Stakeholder?

NEOBH identifies its stakeholders as anyone that has an interest in our organization’s success. In addition to the NEOBH Staff and Advisory Board, NEOBH clients, their guardians, client advocates and public agencies whose clients utilize our services are important stakeholders. Entities that fund services provided by NEOBH are additional stakeholders that have a strong investment in the quality of the work we perform.

What is Performance and Quality Improvement (PQI)?

PQI is a process of close examination of policies, processes and procedures that results in targeted plans for the improvement of all aspects of our agency’s operations. PQI involves the input and the responsibility of staff throughout NEOBH toward the goal of achieving the highest standards of performance and the most effective outcomes for clients who receive services at NEOBH. PQI also includes input from stakeholders that experience NEOBH “from the outside” and can thus provide us with valuable perspectives. Stakeholder input is derived from surveys, individual and agency feedback, and staff identification of problems that impact quality indicators such as the accessibility and availability of care for a population referred by a particular agency, such as the Family or Juvenile Court, or Child Protective Services.

What is the Role of Performance and Quality Improvement at NEOBH?

PQI promotes excellence and quality within the organization. It includes input by personnel throughout the organization, as well as stakeholders within the community. PQI continuously monitors and evaluates the appropriateness and quality of client care and supports strategic priorities and goals identified by the organization. Within the scope of PQI projects, NEOBH is able to evaluate the effectiveness and efficiency of services provided, and can identifies problems, provide positive feedback, and initiate corrective actions, when needed. PQI also promotes opportunities for improving client care and the entire service delivery system, including the Outcomes of services delivered to our clients by identifying trends and gaps in the service delivery system. With the help of Action Plans developed within the PQI process, NEOBH can correct deficiencies and make our organization stronger and more efficient.

What Does NEOBH Measure?

NEOBH uses PQI to address components of its long-term strategic goals, such as the integration of Best Practices, the improvement of clinical outcomes, and the provision of care to under-served and/or specialized populations. Continued financial solvency, and improvement in client and stakeholder satisfaction are additional goals to which the PQI process is applied. Management operations at NEOBH are also subject to PQI procedures, within areas such as risk management and the expansion of service delivery.

The PQI Process at NEOBH:

NEOBH conducts a variety of reviews and Performance Improvement projects that impact client service areas and overall agency operations. These reviews include:

• Case Record Reviews/Medical Necessity Monitoring

• Critical Incident/Major Unusual Incident Reports

• Client Rights/Grievances

• Internal Processes/Quality Monitoring

• Client and Program Outcomes

• Risk Management

• Client Satisfaction

• Education, Training and Supervision

Data derived from these reviews results in the creation of PQI Projects that include assigned responsibilities for Action Steps, expected dates of completion and concrete evidence that action has occurred.

The review of Case Records is a powerful tool that provides NEOBH with data regarding the quality of its service delivery, including accessibility, availability, efficiency, continuity, safety, timeliness and respectfulness

What is the Role and Composition of the PQI Committee?

The PQI Committee is composed of experienced NEOBH staff members. The PQI Officer is carefully selected for his/her expertise in the execution of special duties related to Chart Review, Performance Improvement planning, and Outcomes projects. Members of the Support Staff are enlisted toward the execution of projects within their areas of function. Members of the PQI Committee assist with the review of program areas and the creation of Action Plans to address identified problems. Committee members additionally monitor the input of NEOBH stakeholders.

How Does the PQI Process Lead to Change at NEOBH?

Within its PQI process, NEOBH identifies problems, collects the data necessary to define the scope of the problem, and creates Action Steps. As Action Steps are implemented, NEOBH often continues to refine the process of change with additional steps, as well as monitor the effectiveness of change toward the achievement of the desired outcome.