MHHA’S QUALITY IN ACTION INITIATIVE

1. MHHA’SQUALITY IN ACTIONINITIATIVE A CONSUMER FOCUSED APPROACH TO QUALITY SERVICES IN HOUSING WITH SERVICES AND ASSISTED LIVING

2. Minnesota Health and Housing Alliance • Statewide member association of 600 providers of older adult services • Core purpose: Advance excellence and innovation in older adult services • One of the largest assocations of our kind in the U.S. MHHA'S Quality in Action: Informed Choice

3. MN Housing with Services Contract Act • MN Regulatory approach to “assisted living” – primary relationship is between provider and consumer • Seventeen requirements must be included in contract between client and provider • Licensed Home Care agencies provide clinical care • Other regulations applying to HWS already in 46 MN statutes MHHA'S Quality in Action: Informed Choice

4. Values for assuring quality in HWS (Developed 1993 through consumer, provider focus groups, and interviews with advocacy groups.) • People have a right to make choices for themselves • People should be assumed to be competent to make their own choices. Those who may not be competent should receive assistance from the system. MHHA'S Quality in Action: Informed Choice

5. Values for assuring quality in HWS • Consumers have a right to be educated and informed, including clear information on the provider's policies and procedures and the services they are purchasing • Consumers have a right to be educated and informed, including clear information on the provider’s policies and procedures and the services they are purchasing. MHHA'S Quality in Action: Informed Choice

6. Values for assuring quality in HWS • Any system focusing on choices must consciously accept that choices entail risks and that consumers will sometimes make decisions that others perceive as “bad choices.” • The system should be consumer centered MHHA'S Quality in Action: Informed Choice

7. Values for assuring quality in HWS • A partnership is essential between the client and the provider; consumers and providers should work together to develop any standards that may become necessary. MHHA'S Quality in Action: Informed Choice

8. QinA DESIRED OUTCOME: MINNESOTA'S HOUSING-WITH-SERVICES CONTRACT ACT WILL RESULT IN… • SATISFIED INFORMED CONSUMERS SERVED BY • THRIVING QUALITY PROVIDERSAND COLLABORATIVE STAKEHOLDERS MHHA'S Quality in Action: Informed Choice

9. Who are… Providers? Stakeholders? Consumers? Legislators, regulators, advocates and others watching out for consumers Older people and their close circle of family and friends Those who develop HWS and caregivers that deliver services MHHA'S Quality in Action: Informed Choice

10. SATISFIED INFORMED CONSUMERS HAVE CHOICES SUPPORTED BY: • Accurate, understandable verifiable information • Collaborative problem solving • Shared responsibility • Negotiated risk MHHA'S Quality in Action: Informed Choice

11. THRIVING QUALITY PROVIDERS HAVE CLEAR MISSIONS SUPPORTED BY: • Sound Business Practices • Capable Staff • Continuous Improvement • Consumer Trust MHHA'S Quality in Action: Informed Choice

12. COLLABORATIVE STAKEHOLDERS SET PRUDENT REGULATIONINFORMED BY: • DEMONSTRATED QUALITY OUTCOMES • EFFICIENT BUSINESS PRACTICES • MINIMAL CONSUMER COMPLAINTS MHHA'S Quality in Action: Informed Choice

13. MHHA’S ROLE • FACILITATE CONSUMER-PROVIDER- STAKEHOLDER COMMUNICATION • ESTABLISH MEASURES OF QUALITY CONSUMERS AND STAKEHOLDERS CAN TRUST • DEVELOP ACCESSIBLE, AFFORDABLE TOOLS PROVIDERS WILL USE FOR QUALITY IMPROVEMENT MHHA'S Quality in Action: Informed Choice

14. Quality in Action Elements • Housing-with-Services Code of Ethics • Sets standards for the quality of care and open communication residents and their families can expect • Consumers encouraged to look for providers who display it • 174 HWS providers have adopted to date • Voluntary Standards of Care • Dementia care (Developing with Alzheimer’s Association) • Other select areas MHHA'S Quality in Action: Informed Choice

15. Quality in Action Elements • Curriculum Based Certificate Programs • Housing Manager • RN Manager of Assisted Living/Home Care (with MHCA) • Dementia Care Specialist (with MN/Dakota Alzheimer’s Assn.) • HWS Marketing Specialist • On-going provider education • Annual HWS Symposium and Year-long education calendar • RN Mentorship program MHHA'S Quality in Action: Informed Choice

16. Quality in Action Elements • Publications and other provider tools • Essential Guide to Senior Housing: Laws & Rules • Home Care Manual • HSW Tech Guide • Monthly newsletter (HWS Outlook) • Stakeholder Roundtables • “HWS Accountability models” co-hosted with AARP in Dec. 2002 • Roundtables on two more subjects to be held in 2003 MHHA'S Quality in Action: Informed Choice

17. Quality in Action Elements • Universal Customer Satisfaction Surveys • Every provider uses the same survey • Providers benchmark their data against all others • Consumers and others compare results across providers • Consumer-informed Quality Review Accountability Program (“Accreditation”) • Focused on quality outcomes for the person served • Meaningful to consumers, providers and stakeholders MHHA'S Quality in Action: Informed Choice

18. Quality in Action Elements • Consumer Information/Education: • Enhanced information on MHHA Web site • Consumer guide to HWS/assisted living • Standardized HWS vocabulary • Published customer satisfaction survey results MHHA'S Quality in Action: Informed Choice

19. QinA Timeline Accountability Model Certificate Programs 2004 Customer Satisfaction Tool 2003 - 2004 Voluntary Dementia Standards 2004 Consumer Guide Spring 2004 4th HWS Symposium Fall 2002 Code of Ethics July 2004 February 2002 MHHA'S Quality in Action: Informed Choice

20. MHHA MEMBERS…Listening, Learning, Leading Quality in Action