Performance and Quality Improvement PQI How PQI is

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

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

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.

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

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.

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.

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

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 2 nd 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%.

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