Crossing the Quality Chasm Crossing the Quality Chasm ininBehavioral HealthBehavioral HealthBuilding an Action AgendaBuilding an Action Agenda

The Twenty-First Annual Rosalynn Carter Symposium on The Twenty-First Annual Rosalynn Carter Symposium on Mental Health PolicyMental Health Policy

WilmaWilma Townsend, MSW Townsend, MSWWLT ConsultingWLT ConsultingNovember 2, 2005November 2, 2005

What is Quality?What is Quality?

The degree to which health The degree to which health services for individuals and services for individuals and populations increase the populations increase the likelihood of desired health likelihood of desired health outcomes; and are consistent outcomes; and are consistent with current professional with current professional knowledge.knowledge.

Right Aims and RulesRight Aims and Rules

Building an understanding of the Building an understanding of the values individuals and populations values individuals and populations bring to the Aims and Rulesbring to the Aims and Rules

– How will we do that?How will we do that?

Understanding what it really means Understanding what it really means to do person centered planning; how to do person centered planning; how do we really do it?do we really do it?

– Continuous dialogue and partnering with Continuous dialogue and partnering with consumers around consumers around allall phases of phases of treatment, service delivery, and treatment, service delivery, and evaluation.evaluation.

How do we put the quality agenda on How do we put the quality agenda on the person and not on the paper? the person and not on the paper? The Aims are more likely to be The Aims are more likely to be measured via paper vs through measured via paper vs through people.people.

– Quality outcomes should be inclusive of Quality outcomes should be inclusive of both systems and individuals and should both systems and individuals and should be aligned through shared be aligned through shared understanding of what comprises quality understanding of what comprises quality across and throughout the system.across and throughout the system.

CultureCulture– Recognizing everyone comes with a Recognizing everyone comes with a

unique cultureunique culture

– Being able to view and value another’s Being able to view and value another’s cultureculture

– How do we integrate culture into person How do we integrate culture into person centered planningcentered planning

– TrainingTraining– Resources (culture and treatment)Resources (culture and treatment)

National Alliance for Multiethnic Behavioral National Alliance for Multiethnic Behavioral HealthHealth

Impact on the average behavioral Impact on the average behavioral healthcare organizationhealthcare organization

– Training in Person Centered PlanningTraining in Person Centered Planning

– Ensuring consumer and family Ensuring consumer and family involvement and partnershipsinvolvement and partnerships

– Measurement against both system Measurement against both system andand consumer outcomesconsumer outcomes

Focus on impact or outcomes of Focus on impact or outcomes of services vs the mechanics of the services vs the mechanics of the processprocess

Learning to facilitate rather than Learning to facilitate rather than control the process control the process

Impact on consumers Impact on consumers – No more “poor me!”No more “poor me!”

– Taking responsibility for treatment and Taking responsibility for treatment and service needs and partnering with service needs and partnering with providers toward recoveryproviders toward recovery

– Becoming expert advocatesBecoming expert advocates

– Ability to direct their own person Ability to direct their own person centered planning processcentered planning process

Impact on systemsImpact on systems– Ensuring the financial and manpower Ensuring the financial and manpower

resources to facilitate Person Centered resources to facilitate Person Centered Planning and implementing evidenced Planning and implementing evidenced based practicesbased practices

– Provide required training and partnering Provide required training and partnering opportunitiesopportunities

– Ensure diversity and acceptance of Ensure diversity and acceptance of differences in people, processes, and differences in people, processes, and outcomesoutcomes

RECOVERY IS WHAT THE RECOVERY IS WHAT THE CONSUMER DOESCONSUMER DOES

FACILITATING RECOVERY IS WHAT FACILITATING RECOVERY IS WHAT THE CLINICIAN DOESTHE CLINICIAN DOES

SUPPORTING RECOVERY IS WHAT SUPPORTING RECOVERY IS WHAT THE SYSTEM AND COMMUNITY THE SYSTEM AND COMMUNITY

DOESDOES