webinar november 21, 2013 2:30-3:30 eastern standard time
DESCRIPTION
Approaches for Reporting Vendor Performance in Vocational Rehabilitation: A Benchmarking Study by Florida VR. Webinar November 21, 2013 2:30-3:30 Eastern Standard Time. Many thanks to all who helped!. Rehabilitation Technical Assistance Center on VR Program Management - PowerPoint PPT PresentationTRANSCRIPT
Approaches for Reporting Vendor Performance in Vocational Rehabilitation: A Benchmarking Study by Florida VR
WebinarNovember 21, 20132:30-3:30 Eastern Standard Time
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Many thanks to all who helped!
1. Rehabilitation Technical Assistance Center on VR Program Management
2. Florida Division of Vocational Rehabilitation Team
3. Florida Association of Rehabilitation Facilities
4. Participant VR State Organizations
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Webinar Timeline and Objectives
Time Subject / Objective2:30 – 2:35
Welcome, housekeeping, acknowledgements, and objectives
2:35 – 3:10
1. Discuss Project Background and Methods
2. Present Key Findings3. Review Prototype Report4. Discuss Next Steps
3:10 - 3:25 Open Discussion and Q&A
3:25 – 3:30
Wrap Up and Close
Our project mission is to design and implement a process that effectively and fairly assesses and reports vendor performance, and improves VR outcomes.
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Methodology•Conducted planning meeting▫Development of assessment process and
project charter•Conducted focus group with vendors▫Identification of vendor requirements and
concerns• Identified benchmark partners▫Narrowed scope from all organizations to only
VR organizations•Developed benchmarking package•Conducted structured interviews with
partners
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Benchmarking Package
Code of Conduct
Diagram of process
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Benchmarking Package
Vendor Brochure
Description of Process
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Benchmarking Package – Structured Interview Questions
Questions aligned to
process design
Contact information and
instructions
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Benchmarking Package: Structured Interview Questions
Benchmark Partner Structured Interview Questions
Who supplies you with information on provider performance?
How is the information collected?
How do you analyze performance?
What types of data elements are collected?
What types of performance reports do you prepare?
How do you deliver performance reports?
How do you receive feedback on timeliness and accuracy?
How do you work with providers to improve performance?
Identify
Analyze
Deliver
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Results
•Many specific answers & examples provided during interviews
•50+ templates, report examples & resources shared by benchmarking partners
• Interview responses yielded 10 key findings that address decision points in the process
•Findings will be included in recommendations provided to design and implementation teams
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What makes a good vendor performance system?
What we found… How we will address…1) Vendors have opportunity to be involved in developing the system and measures
• Stakeholder involvement since planning phase
• Rehab provider focus group• Rehab provider benchmark call
2) Rating system is standardized, and vendors are rated equally
• Across-the-board rating system• Include vendor and customer
demographics for context
3) Vendors have reasonable opportunity to view and appeal report before it is published
• Stakeholder involvement in developing guidelines
• Gain consensus on appeal process
4) Stakeholders understand the value of the system and its data
• Stakeholder training on interpretation of data and how to use it – keeping it simple
5) Data is accurate; analysis is sound and ethical
• Validity check performed on performance data prior to “official” posting of reports
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What makes a good vendor performance system?
What we found… How we will address…
6) Measures cover the entire VR service cycle
• Get feedback from stakeholders before finalizing reported measures
• Make adjustments to the reports as conditions and processes change
7) Stakeholders can view performance data for multiple vendors
• Ensure that all vendor reports are public and accessible
• Educate stakeholders on the value of a transparent system
8) Report contains a balance of performance measures, vendor and customer profile
• Include demographics for context• Include time, cost, and outcome
measures
9) Reports are used for informed choice and continuous improvement
• Ensure that guidelines explain the purpose and intent of vendor performance system
10) Poor performing vendors are managed using a uniform process
• Gain consensus from VR and vendors on process for managing poor performers
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What is VR measuring?Benchmarking Partners
A- 1 A- 2 A- 3 A- 4 A- 5 A- 6 A- 7 A- 8 A- 9 FL VRGeneral Demographic Info
Vendor demographics (name, contact, ID#, etc.)
Customer demographics (age, gender, disability)
Customer Satisfaction
Satisfaction rating (service, vendor, job)
Cost Measures
Vendor expenditures (specific service, county, office, VRC)
Average cost per case
Average hours billed per customer
Average cost per closure (successful, unsuccessful)
Cycle Time Measures
Total length of time in services
Length of time between process steps
Job Measures
Job type
Jobs with benefits
Average wages (Initial, at closure, per vendor)
Average hours worked
Vendor Performance Measures
Number of referrals (total, service type, disability)
Number of customers served (total, service, disability)
Number of authorizations per vendor
Number of IPEs written
Services provided per vendor
Number of initial placement benchmarks met
Number of interim placement benchmarks met
Number of successful closures (total, service, disability)
Rehabilitation rate (total, service, disability)
Number of unsuccessful closures
Service hours provided to customer
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Location of Reports
Rehabworks.org
Reports to be located in the
Vendor Section
Demographics of CustomersVendor Performance Vendor All Vendors Gender Number Percentage
Number of Customers Served 987 872 Male 588 59.57%Number of Successful Closures 85 38 Female 399 40.43%Number of Unsuccessful Closures 12 9Rehabilitation Rate 88% 81% Transition Age Individuals (Ages 16-22) Number PercentageAverage Hours Worked 28.00 26.02 Transition Age Individuals 378 38.30%Average Hourly Pay $8.83 $9.31 Non-Transition Age Individuals 609 61.70%Percent of Customers Satisfied 88% 89%Customer Satisfaction Rating 4.57 4.37 Disability Type Number Percentage
Chronic Medical 71 7.19%Cost Vendor All Vendors Developmental Disability 252 25.53%
Average Cost Successful Closure $1,813.36 $1,491.90 Mental Health 512 51.87%Average Cost Unsuccessful Closure $1,348.25 $940.24 Orthopedic 101 10.23%Total Average Cost $1,755.82 $1,387.27 Sensory 49 4.96%
Substance Abuse 2 0.20%Length of Time Until Placement Number Percentage No Major 0 0.00%
A month or less 50 59%1-3 Months 4 5%4-6 Months 14 16%7-12 Months 8 9%Over a Year 9 11%
Percent
28.95%22.37%11.84%
0.00%14.47%
7.89%3.95%3.95%6.58%
6335
221790
11Personal Care and Service OccupationsHealthcare Support OccupationsProduction OccupationsProtective Service Occupations
Building and Grounds Cleaning and Maintenance Occupations
Food Preparation and Serving Related OccupationsOffice and Administrative Support OccupationsTansportation and material Moving OccupationsSales and Related Occupations
Placement Occupation
Occupations Individuals Were Placed in ForSmooth Sailing LLC
1818 Tomahawk Chop Ln Tallahassee,FL
Number
Employment Outcomes
Vendor Name Click Below to Change Vendors
Smooth Sailing LLC1818 Tomahawk Chop Ln Tallahassee,FL
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Next Steps
•Complete stakeholder review of process, guidelines and prototype report card
•Finalize tools and conduct implementation sessions
•Post reports online•Continuous feedback and improvement
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Open Discussion
•Questions or feedback for us?
Thank you for attending! If you have questions or comments after the webinar, please contact:
Steve Collins- [email protected] Moody- [email protected]