Ryan White 2012 Grantee Meeting

Through the process described in the 201 session of this institute, an interagency workgroup selected quality indicators for Care Coordination. Whereas the EMA previously relied upon chart review for quality indicator measurement, this project utilized provider electronic reporting of client-level data. Analysis was limited to clients with sufficient opportunity to meet the performance standards, which required receipt of the following services at expected frequencies: (1) case conferences, (2) health education, (3) home or field visits, and (4) adherence assessments. Baseline results highlighted challenges in the areas of convening quarterly case conferences (29.4%) and maintaining health education sessions for clients in intensive service tracks (51.5%). Customized reports, comparing agency performance results with overall performance and performance by different agency types, were discussed at a provider meeting.

Learning Objectives:

• To translate standards of care, as contained in a service model protocol, into specific, measurable, realistic and time-bound performance indicators.
• To recognize challenges in the implementation of a medical case management/care coordination program following a complex protocol, with clients selected for intensity of need.
• To identify effective practices for engaging service providers in the integration of performance measurement results into their quality management efforts.