Warrior Care Recovery Coordination Program (RCP) Quality Assurance October-November 2017
Objectives At the end of this module, participants will be: Familiar with the Quality Assurance & Compliance process used by WCP to evaluate Wounded Warrior Recovery Care Program efforts Postured to avoid common shortfalls frequently identified by WCP quality assurance teams during site assist visits (SAVs) 2
Recovery Care Quality Assurance Program Purpose Objectively evaluate service wounded warrior recovery care program performance against applicable policy requirements and processes Identify and document best practices and non-compliance issues through quality assurance processes - Communicate lessons learned across service recovery care programs - Ensure non-compliance issues are addressed and managed to resolution - Provide feedback to service recovery care program leadership and/ Jun 07 staff at all levels on the results of Quality Assurance (QA) activities Establish and maintain records of quality assurance activities The goal of QA is to promote consistent adherence, application and use of approved policies and processes for Recovery Care. 3
Site Assistance Visits (SAV) Site assist visits is a three (3) prong mechanism utilized by the Office of Warrior Care Policy (WCP), Recovery Coordination Program to: Validate Service warrior recovery coordination program compliance Evaluate and assess the uniformity and effectiveness of care coordination, management, and transition services provided to RSMs, family members and caregivers Conduct facilitated focus group sessions with RSMs and their family members or caregivers to draw upon their attitudes, feelings, beliefs, experiences and reactions to recovery coordination program support provided on each installation. Jun 07 The frequency and timing of SAV is influenced by policy, size/ location of WWP, past SAV performance and identified concerns related to potential program non-compliance issues. 4
Quality Assurance Site Assistance Visit 3 Phases of Operations Notification & Site Assistance Visit Preparation Compliance Assessment Site Assistance Visits Feedback Phase 1: Notify WWP via official channels 60 days prior to visit. Review program metrics Assess case loads, as determined by DoDI 1300.24 Phase 2: Conduct Leadership and Command In-briefs. Facilitate focus groups with CADRE/Care Management/ Recovery Team members (i.e. company commander, platoon & squad leaders, nurse case managers, social worker, primary care physician), RCCs, Service members, and family members / caregivers. Perform On-site case reviews. Validate RCP policy compliance Phase 3: Conduct Leadership/Command Exit brief. Draft and provide RCP Site Visit Report to WCP Leadership for review and official dissemination Determine whether a revisit is indicated Monitor non-compliance areas from identification through resolution. 5
Common SAV Areas for Improvement Non compliance with DoD and Service RCP policy requirements: Documentation: Needs assessments are not being performed and documented Comprehensive Recovery Plan Does not reflect a correlation between assessed needs and recovery plan goals RCC and RT member collaboration not documented POCs for action steps missing RSM and family or designated caregiver signatures missing Lack of documentation reflecting hard copies were provided, as required 6
Common SAV Areas for Improvement (continued) Non compliance with DoD and Service RCP policy requirements (continued): Lead Coordinator Not fully implemented in accordance with policy (i.e handoffs not documented IAW policy LC checklists not completed Handoffs (internal and external) not documented Training: Requirements not completed prior to independent practice (i.e. Homicide/BH) Workload Exceeds DoDI 1300.24 allowed 1:40 ratio Individual Case Management case load waivers signed by the respective Service Secretary or designee not available for review. 7
Quality Assurance and Continuous Improvement Strategy Quality Assurance is a fundamental element of continuous performance improvement and supports the Military Health System and DoD journey to High Reliability. 8
Objectives Review Discussed how WCP RCP Quality Assurance & Compliance supports policy oversight and continuous performance improvement strategies Perils provided to avoid pitfalls typically identified during SAVs 9
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