Orientation to Performance and Quality Improvement Plan Presentation to Operations Team July 2, 2014

What is a PQI Plan? It is a living document It is achieved over time A written plan that serves

as a “road map” detailing activities, roles, responsibilities and timeframes of how the organization uses QI to continuously improve operations.

The plan is supported by a philosophy statement and QI Principles

Documents continuous quality improvement activities

Plan is updated Board needs to

vote on the plan in August

PQI 1: Leadership Endorsement of PQI

The organization’s leadership demonstrates a clear commitment to fostering a culture of excellence and continual improvement;  

Uses quality improvement results to build capacity and improve practice; 

Allocates resources for an organization-wide PQI system;

Makes data-informed decisions.

The governing body receives and uses PQI information to make strategic and budget decisions, build organizational capacity, and monitor the quality and impact of the organization’s services 

The CEO actively uses PQI information to mobilize financial and other resources to strengthen organizational capacity and increase organizational resilience, establishes the expectation that management, staff, and other stakeholder will be involved in the PQI system, and allocates sufficient resources,

  Senior Managers involve staff and other

stakeholders in the PQI process, and use data to improve services and improve client outcomes.

Staff throughout the organization are familiar with the PQI plan, receive regular and timely information that they can use in their practice, and have the opportunity to participate in PQI activities. 

External stakeholders participate in PQI activities, including reviewing summary reports, providing feedback, and identifying solutions, as appropriate.

PQI 2: Foundation for Broad Use of PQI A PQI system has an

infrastructure that has the capacity to:

identify organization-wide and program-specific issues;

implement solutions that improve overall efficiency; and

deliver accessible, effective services in all regions and sites.

A written PQI plan operationalizes the organization’s PQI system, and: 

articulates the organization’s approach to quality improvement;

describes the PQI system’s structure and activities;

defines staff roles and assigns responsibility for implementing and coordinating the PQI program (PQI 3);

identifies what is being measured; (PQI 4, PQI 5)

defines data collection processes and applicable timeframes (PQI 6); and

outlines processes for reporting findings and monitoring results (PQI 7).

PQI 3: Support for Performance & Outcome Measurement Staff throughout the

organization participate in, conduct, and sustain performance and quality improvement activities. 

Supervisors of direct service personnel and program directors:  

help the organization meet its quality improvement, evaluation, and reporting requirements; 

contribute to developing outcomes and indicators and setting targets;

participate in the collection of data;

interpret data; apply data to improve practices

and outcomes; and use program and client

outcomes data to improve service delivery.

PQI 5: Use/Communication of Quality Information to Make Improvements

The organization conducts case record reviews at least quarterly for each of its services to:

minimize the risks associated with poorly maintained case records;

document the quality of the services being delivered; and

identify barriers and opportunities for improving services.

PQI 4: Analyzing and Reporting Information The PQI system

identifies measures to build organizational capacity, improve services, and meet contracting and reporting requirements, by evaluating: 

the impact of services on clients; 

quality of service delivery; and

management and operations performance. 

PQI 6: Staff and Stakeholder Support The organization

systematically collects, aggregates, analyzes, and maintains data.

Example: Eckerd’s Perpetual Performance Improvement Process aligns the organization

Continuous Quality Improvement Activities pg. 3

Customer Service Initiative

Customer Service Initiatives

Customer/Stakeholder/Employee Satisfaction Surveys

Customer/Stakeholder/Employee Focus Groups

Customer/Stakeholder/Employee

Customer Feedback

Total Quality Improvement Teams

Continuous Quality Improvement Activities pg. 3 Sharing

Performance with our customers

Organizational Dashboards

4 Square Profile Safety Customer

Satisfaction Rating ? ? RBWO Dashboard

Interpreting Improvement Process Family Service Quality Improvement

Process-page 7 Steps in the Improvement Cycle-page 8

Interpreting Improvement Process PQI Organizational

Flow Process Sample

Organizational Flow Chart

CQI Committee