Performance and Quality Improvement (PQI)

1. Performance and Quality Improvement (PQI) How PQI is approached at Catholic Charities of Buffalo, NY

2. Culture of Improvement • Embrace a culture of a ‘learning organization’ • Committed leadership • Strategic priorities guide PQI program • Devoting resources

3. Guiding Principles/ Core Values of Quality Improvement (QI) • The customer, both external & internal, comes first. • All work is part of a process. • Quality improvement never ends. • Prevention is achieved through planning. • Quality happens through people.

4. Planning • PQI Planning • Create a PQI infrastructure – attached • Quality is everyone’s job; Involve everyone

6. Choose measures, tools, methods, etc. • Chose what to measure, select indicators, identify tools, define data sources. • Measures include service & management performance, program results, & client outcomes. • Stakeholders involved in process.

7. Review findings & make changes • Staff & stakeholders review results and discuss findings. • Implement & monitor any recommended changes • Determine how well changes that have been made are working.

8. Inform & educate staff & stakeholders • Inform and educate staff and stakeholders about the PQI program and it’s results.

10. Some sample results using a structured CQI approach: • Chemical Dependency Program increased second clinic visit ‘show rate’ from 33% to 77%, increased revenue by 112% for 2nd visits. • Aging Services increased service utilization 64% and saved a $200,000 contract which was in jeopardy. • Adoption/ Foster/ Kinship Care & Mental Health collaboration reduced average wait times from 33 days to 11 days as well as increased referral satisfaction from 33% to 100%.

11. Questions? • Want to be involved? • Contact Mike Venezia, • Director of Quality Improvement • mike.venezia@ccwny.org or • 716-218-1450 ext 298