Minutes 4/15/10

Members present: Ollie Pagan, Joe Meeker, Kat Ingersoll, Nancy Klossner, Patricia Brown, by phone Peter Lenz

Members made changes within the groups as to which programs they are going to be reviewing.

Members reported on the activities they have completed since we met on 3/24/10.

Members shared their ideas on how they are going to approach the program they are working with. It was reiterated that it is important to look at all aspects of the program, managers, staff, consumers, funding, visitors and the impact on quality from those viewpoints. Sharing various ideas helped the team formulate other questions they may want to ask during this process.

We are going to meet every two weeks on Thursday's from 2 PM - 4 PM at Genesee St. beginning today.

Minutes 3/24/01

Present: Ollie, Kat, Nancy, Pat, Peter (Phone), Su’ Rita
Excused: Lisa, Joe

Questionnaire: Questions placed on the blog were discussed and re-arranged. Ollie will send an e-mail reflecting the changes. Communication question – communication barriers, accountability.

Timeline: Does Burt have a specific reason for the six month timeframe?

This will be an ongoing discussion:
Amount of time necessary to do a quality job:
Discussion of various areas within each department that should be reviewed:
Overview of department
Job-shadowing at all different levels
Managers
Departmental staff
Referrals
Consumers
Outside Agencies including County Agencies
Funders

A day designated just for the Quality Project with Supervisor approval.

Quality Meetings: How many meetings a month do we want to hold as a team once we begin to review departments?

Minutes from the 3/18/10 meeting:

Discussion:

Blog question due today – some members have not submitted a question

Members Attendance - should we take attendance? – what are the barriers that members are experiencing in order to attend? – excused members are those who are out sick

Timelines – how long should we take to submit a written analysis of departments we have chosen?

Quality Team process – at this juncture we are gathering information and reporting back to the group – we are not fixing problems.

Ideas/thoughts – Meeting face to face allows for immediate interaction and members would know that a statement made is just an idea or thought and one that they could build on knowing the member is not ‘owning’ it and expects feedback. Lisa will put a place on the blog so that we can share ideas/thoughts –

Meeting with Burt & Joanne: Next meeting 3/25/10 – 11:30 – 1:00 – lunch provided

Nancy

::: Please Comment on this Post :::

We are asking that each person on the quality team pose a question, idea or tactic to be used when we visit the programs we are assigned to. We are trying to come up with a uniform questionnaire of some sorts. This should be useful when we come back to the larger group to compile our findings. To trigger your create juices, see the post below this one… OK – click on comment and let’s se what you’ve got.

Nice article w/ survey questions - Thanks Nancy.

Total Quality Management Influence take in consideration that employees in an organization have opinions , beliefs , and practices concerning quality.
(Company Quality Culture ).

To influence employees to change we have to understand (assesses ) the current Company quality Culture.

Assessing the quality culture is usually performed by using questionnaires to survey employees or by conduct focus group or by both. Read On

Programs (Groups)

One - Kat
CDPAP
Elderly Services

Two - Lisa
Herkimer
Amsterdam
Columbia Place Associates
Watertown
Leaf, Loaf & Ladle

Three - Peter
Hubs
Committees

Four - Ollie
Waiver Services
Service Coordination

Five - Nancy
Administration
Administration Compliance
Operations
Development
IT / Facilities

Six - Su'Rita
Finance
Human Resources
Grants

Seven - Joe
Quality / EITC
Advocacy
Systems Advocacy

Eight - Patricia
Consolidated Support Services
Employment
WIPA
CAP

Nine - Jessica
ASL Interpreting
LDA
Respite

COMPLAINT - 2009 ANNUAL REPORT

The following consists of complaints received from 12/23/08 through 12/31/09. Information doesn’t include whether the complaint was substantiated or not.


COMPLAINTS TRENDS: Core values not being followed and lack of follow up/return phone calls.


PROGRAM BREAKDOWN


TREND: SC has highest complaint %, Advocacy 2nd highest complaint %.

MISCELLANEOUS TRENDS: Complaints involved consumers with mental health needs and received multiple services. Employees lack experience in dealing with individuals with mental health needs.