Slide 1 Welcome Welcome to the Quality Service Review, also known as the QSR, QA Lead Computer Assisted Training. During this training, you will be provided with step by step guidelines that will assist you as you prepare for the QSR. Page 1 of 35
Slide 2 Training Objectives This training will provide you with information about the purpose of the QSR and what to expect as you prepare for your region s review. Topics covered include the purpose of the QSR, RM/QA Lead conference call, QSR regional Case Pull List, preparation for the FCM Orientation, preparation for the Grand Round, FCM Orientation, preparing the region and assigned cases, FCM and supervisor follow up calls, final case preparations, final review preparations, Reviewer Orientation, Mini Rounds and finally, Grand Round. Page 2 of 35
Slide 3 What is the Purpose of the QSR Title Slide What is the purpose of the QSR? Page 3 of 35
Slide 4 What Is the Quality Service Review (QSR)? The purpose of the QSR is to provide a thorough assessment of a case based on conversations with key case contributors, in a structured interview process. The process has three focus areas which review the child status indicators, parentcaregiver status indicators and the system performance indicators. The data collected during the QSR provides DCS with essential regional, and statewide information to assist with continued practice improvement. Page 4 of 35
Slide 5 What is the Purpose of the QSR? The QSR also serves as a catalyst in promoting learning at all levels within DCS and throughout the community. One of the main goals is to examine what about our current approach is working, or not working, for our children and families and why, or why not. The system as a whole has the opportunity to communicate our practice model expectations with our families and community stakeholders, realizing that there is still work to be done before it reaches its full potential. The data collected helps maintain regional and state baselines for DCS practice improvement. Page 5 of 35
Slide 6 QSR Messaging to Family Case Managers and Community What does the QSR mean for the Family Case Managers? The Family Case Manager will be responsible for gathering and compiling the information necessary to complete a thorough review of the case that has been randomly selected. The case selected will provide a sample of the regional trends, as well as the system changes required to support the practice model, both within DCS and with our system partners. It is important to reiterate to the FCMs that there will not be any disciplinary action taken based upon the results of the QSR data. Page 6 of 35
Slide 7 QSR 5 Day Review Schedule The QSR takes place during a designated week beginning on Monday morning, and ending by noon on Friday. Cases are selected to be reviewed on either Monday/Tuesday or Wednesday/Thursday. On Day 1, the reviewers will first meet for Reviewer Orientation. Following the Reviewer Orientation, the review teams will review the case records from their Monday/Tuesday case that has been provided in the binders. After reviewing the records for the case, the review teams will begin their interviews. The first interview should be with the FCM. On Day 2, the interviews for the first case will continue. After all interviews have been completed, the reviewers will identify preliminary scores for the case, and then debrief with the FCM and supervisor. Following the debrief, the reviewers will attend the Mini Round, at which time the preliminary scores may be adjusted based on discussion with other review teams. Day 3 will start the process over again with the Wednesday/Thursday cases. Again, the FCM will be the first interview of the day. Interviews will continue through Day 4 of the review week. After interviews are completed, the review team will identify preliminary scores, and then debrief with the FCM and supervisor. Following the debrief, the reviewers will meet for the Mini Round, where they will discuss the case with other review teams and receive input on scoring. On Day 5, a Grand Round will be held. The data from all of the cases will be compiled, trends will be identified, and the data will be presented to DCS staff and community partners at the Grand Round on Friday. Page 7 of 35
Slide 8 RM/QA Lead Conference Call Title Slide The following slide will describe the purpose of the RM and QA Lead Conference Call. Page 8 of 35
Slide 9 Purpose of the RM/QA Lead Conference Call The RM/QA Lead Conference Call has 8 main objectives: 1. To determine the date, time, and location of the FCM Orientation, and the individuals who will need to attend. If possible, the FCM Orientation will be completed via video conferencing. 2. Identify the preliminary locations of the Monday morning Reviewer Orientation, Mini Rounds, and Grand Round. 3. Identify who will present the TEAPI model at the Grand Round. 4. Develop a contact list of the county supervisors and directors. 5. Develop a list of assessors within the region, in order for the PQI team to select the assessors who will have a case pulled for review. 6. Identify special characteristics from the region, and the counties. 7. Identify the rooms to be used in each county, for the review teams to utilize as a home base in which to work during the review week. 8. Finally, the PQI team will review the 16 Week Preparation List for the RM/QA Lead, and County Directors. Page 9 of 35
Slide 10 QSR Regional Case Pull List Title Slide What are the responsibilities associated with the Case Pull List? Page 10 of 35
Slide 11 QSR Regional Case Pull List The QA Lead will receive a list of the cases selected for review, also referred to as the Case Pull List. This list should be distributed to all county directors, FCMs, and supervisors of FCMs whom have had cases selected for review. When changes are made to the case pull listing, you will receive an updated Case Pull List from PQI. Page 11 of 35
Slide 12 Preparation for FCM Orientation Title Slide This section describes the necessary steps to prepare for the FCM Orientation. Page 12 of 35
Slide 13 Preparation for the FCM Orientation First, be sure to provide PQI staff with the date, time, and location of the orientation. Work with the PQI Lead to secure appropriate equipment needed for the video conferencing. Next, ensure all appropriate staff, including all regional directors, FCMs and supervisors of FCMs whom have had cases pulled, are scheduled to attend. Prior to the orientation, select a date you would like to have the binders completed, and determine dates for the FCM follow up calls to occur. In addition, confirm the location of the Reviewer Orientation and Mini Rounds. Page 13 of 35
Slide 14 Preparations for the Grand Round Title Slide The following slide describes the necessary preparations for the Grand Round. Page 14 of 35
Slide 15 Preparations for the Grand Round A location for the Grand Round should be secured as early in the QSR preparation process as possible. When reserving the location for the Grand Round, please consider time zone changes if applicable. After securing the location for the Grand Round, provide this information to the PQI Leads. Also, identify the community stakeholders who should attend the Grand Round, and send invitations approximately 4 weeks prior to the scheduled date. Work with the RM to identify regional staff who will facilitate the break out sessions during the Grand Round presentation. Page 15 of 35
Slide 16 FCM Orientation Title Slide What is your role during the FCM Orientation? Page 16 of 35
Slide 17 FCM Orientation Your role in the FCM Orientation is to ensure all FCMs, their supervisors, and county directors whom have had cases selected for the QSR are in attendance. Develop a plan for those who are not able to attend the FCM Orientation to receive the information covered during the meeting. Following the FCM Orientation, distribute the electronic forms provided by the PQI Leads to all FCMs who have had a case selected, and their supervisors. Page 17 of 35
Slide 18 Region and Case Preparations The following slides inform the QA Lead on how to ensure the region and case are prepared for the QSR. Page 18 of 35
Slide 19 Case Preparation The QA Lead must ensure the region and case are prepared for the QSR. As case preparations continue, this includes checking in weekly with the directors within your region to receive progress updates. Ensure all FCMs have submitted their consent forms, case summaries and case schedules by e mail to the PQI Leads by the designated date. Also, confirm the due date for the final case summaries and schedules. Page 19 of 35
Slide 20 Region Preparation As you prepare for the QSR, check in with the PQI Leads to determine the number of reviewers that are scheduled for your review. After identifying the number of reviewers, order supplies for the review week. Supplies usually include pens, highlighters, legal pads and folders for each reviewer. Page 20 of 35
Slide 21 FCM Follow Up Calls Title Slide The following slide informs you on your responsibilities regarding FCM Follow Up Calls. Page 21 of 35
Slide 22 FCM Follow Up Calls The PQI team will conduct the follow up calls with each FCM that has a case selected for the QSR. You will receive the FCM Consents Tracking Form, which will provide you with information about what documents the PQI team has received, and what the FCM has not yet completed. After receiving the FCM Consents Tracking Form, you are responsible for following up with the FCMs who need to obtain consents, provide a copy of their case summary, or complete revisions to their case schedules. Page 22 of 35
Slide 23 Final Case Preparations Title Slide The following slides will inform you on how to complete Final Case Preparations. Page 23 of 35
Slide 24 Final Case Preparations As final case preparations are made, you should continue to request weekly progress updates of the cases being prepared from the county directors. Ensure all consent forms, case summaries, and case schedules have been submitted to the PQI Leads in the form of an e mail attachment. Also, ensure that the FCMs have sent the interview confirmation letters to those who are scheduled to be interviewed during the review week. Page 24 of 35
Slide 25 Binder Preparation 1 Another part of final case preparation is ensuring that all binders are received by the established due date. Review each binder to ensure that each section of the binder has been completed, and the final version of the case schedule is included in each binder. One binder in the set of two should have the original signed consent form. Be sure to provide clear and accurate directions to each interview. The General Information Sheet should also be filled out completely. In addition, ensure the binders include contact notes from the last 6 months. Page 25 of 35
Slide 26 Binder Preparation 2 After receiving all binders, label each binder with the first name and the first initial of the last name of the focus child, as well as the name of the FCM. Reviewer s names should be added to the label once the Reviewer Pairings List is received. The QA Lead or their designee will ensure that all review binders, folders, and supplies, are at the site of the Reviewer Orientation at least 30 minutes prior to the scheduled start time. Page 26 of 35
Slide 27 Final Review Preparations Title Slide The following slide will inform you on preparations for the Final Review. Page 27 of 35
Slide 28 Final Preparations for the Review As part of your final preparations for the review, ensure the PQI Leads have received a list of contact information for the region. Confirm with the appropriate site staff the date, time, and location of the Grand Round. Provide the PQI Leads with an approximate number of those who will be attending the Grand Round. Distribute the Master Schedule, Master Pairing List, and Master Contact List to the appropriate individuals in the region. Page 28 of 35
Slide 29 Review Week Title Slide What are your responsibilities during the Review Week? Page 29 of 35
Slide 30 Review Week Your responsibilities during the review week include ensuring the PQI staff can enter the site of the Reviewer Orientation approximately 1 hour before the orientation is scheduled to begin. You must also ensure that the binders, folders, and supplies for each review team are at the Reviewer Orientation site. After reviewers have signed the confidentiality forms, they will be provided to you to keep. Prior to the Mini Rounds, ensure the rooms are available, and that there is room for all review teams and appropriate regional staff to attend. If desired, set up a check in system to ensure all binders get collected. On Thursday evening of the review week, PQI staff may need to utilize a local DCS office within your region to prepare the data and presentation for the Grand Round. Please work with the PQI Leads assigned to your review to identify an appropriate location, and review any security measures that will need to be implemented. Page 30 of 35
Slide 31 Grand Round Title Slide The following slide describes your responsibilities regarding the Grand Round. Page 31 of 35
Slide 32 Grand Round Your responsibilities for the Grand Round are as follows: Arrive at least 30 minutes prior to the scheduled start time to ensure the room is set up properly, and that all necessary equipment is in place. o Ideally, the room should be equipped with at least one microphone, although two are preferred o Projection equipment, a projection screen or a large blank wall, and o Two free standing tables with at least 2 chairs per table. Determine how to set up refreshments, and Provide assistance to the PQI Leads in o Distributing agendas, and o Any other last minute tasks that may need to be completed. Page 32 of 35
Slide 33 Review Follow Up Title Slide What should you do following the Review? Page 33 of 35
Slide 34 Review Follow Up Following the review, you must ensure all binders have been collected from the reviewers, including the tabs. Shred any information in the binders that was not taken by the reviewers. After you receive the case stories from the PQI staff, distribute the completed stories to the appropriate individuals. Page 34 of 35
Slide 35 Thank You Thank you for participating in the Quality Service Review QA Lead computer assisted training. Please direct any additional questions to the PQI Leads assigned to your region. Page 35 of 35