This document outlines consultation resources provided by Regional Quality Managers and state trauma experts to support effective use of the CANS tool and implementation of trauma-informed practices. It describes:
1) Case consultation topics on CANS implementation, trauma-specific treatment, and agency/program needs. Providers can sign up for consultations.
2) Services provided by two state trauma experts - assistance using CANS effectively, assessing training needs, and enhancing trauma-informed practices.
3) National trauma consultation services - 12 clinical case consultations and ongoing support through group teleconferences, meetings, and a quarterly newsletter. The aim is to improve quality of care and outcomes for trauma-affected youth.
This report summarizes initiatives by the Pennsylvania Board of Probation and Parole to strengthen its decision-making policies and practices. The Board conducted a thorough review of its risk assessment protocol, decision-making instrument, parole conditions practices, and responses to parole violations. This led the Board to refine some practices to better incorporate evidence-based principles like targeting interventions based on assessed risk and need. The Board also committed to publishing information about its decision-making framework to increase transparency and public understanding and confidence.
This document describes a proposed project to address unmet need for family planning in Mali by leveraging social networks. The project would use a 5-year, $5.75 million implementation science approach guided by the ExpandNet model to design, test, and potentially expand interventions targeting key social influencers. The goal is to better understand social factors influencing fertility preferences and contraceptive use, and to activate social networks to reduce barriers and strengthen support for smaller, healthier families. Research questions focus on how social groups impact reproductive decisions and how addressing these social determinants through couple-focused and other network-based interventions could increase modern contraceptive use.
This document discusses trauma-informed care in Maryland and recommends prioritizing evidence-based practices (EBPs) that treat trauma. It summarizes current practices for identifying trauma, assessing trauma, and treating trauma. For each, it outlines several specific techniques and instruments used, along with challenges. It recommends implementing trauma-specific EBPs, like trauma-focused cognitive behavioral therapy (TF-CBT), within a trauma-informed system of care for children's mental health.
The 2009 RSNA Annual Report summarizes the organization's activities that year to advance radiology and provide education and resources to members. Key initiatives included:
1) Launching new programs to shape radiology's future and increase quantitative research.
2) Providing unprecedented continuing education opportunities with over 90,000 CME credits earned.
3) Developing new tools and resources through publications, online platforms, and collaborations to enhance members' practice and research.
4) Hosting the leading radiology conference and exhibition that was recognized for its high quality education and innovation.
The document outlines Nestlé Waters North America's new "Siting and Community Commitment Framework" for establishing spring water facilities. The framework was developed through a multi-step stakeholder engagement process to improve Nestlé's approach to siting projects based on past experiences. It provides principles and tools to guide engagement with local communities throughout the siting process and ensure their input is considered. The goal is to build stronger relationships and shared value with the locations where facilities are sited.
This document discusses strategies for incorporating patient experience into quality improvement efforts. It outlines different structures like advisory boards and quality teams that can involve patients. Tools for collecting patient feedback are also presented, such as surveys, focus groups, and town halls. The document advises planning patient involvement by considering needed skills and qualifications for different structures. It also stresses using multiple tools to better understand patient experience. The goal is to thoughtfully engage patients to improve HIV care systems and delivery.
This document outlines consultation resources provided by Regional Quality Managers and state trauma experts to support effective use of the CANS tool and implementation of trauma-informed practices. It describes:
1) Case consultation topics on CANS implementation, trauma-specific treatment, and agency/program needs. Providers can sign up for consultations.
2) Services provided by two state trauma experts - assistance using CANS effectively, assessing training needs, and enhancing trauma-informed practices.
3) National trauma consultation services - 12 clinical case consultations and ongoing support through group teleconferences, meetings, and a quarterly newsletter. The aim is to improve quality of care and outcomes for trauma-affected youth.
This report summarizes initiatives by the Pennsylvania Board of Probation and Parole to strengthen its decision-making policies and practices. The Board conducted a thorough review of its risk assessment protocol, decision-making instrument, parole conditions practices, and responses to parole violations. This led the Board to refine some practices to better incorporate evidence-based principles like targeting interventions based on assessed risk and need. The Board also committed to publishing information about its decision-making framework to increase transparency and public understanding and confidence.
This document describes a proposed project to address unmet need for family planning in Mali by leveraging social networks. The project would use a 5-year, $5.75 million implementation science approach guided by the ExpandNet model to design, test, and potentially expand interventions targeting key social influencers. The goal is to better understand social factors influencing fertility preferences and contraceptive use, and to activate social networks to reduce barriers and strengthen support for smaller, healthier families. Research questions focus on how social groups impact reproductive decisions and how addressing these social determinants through couple-focused and other network-based interventions could increase modern contraceptive use.
This document discusses trauma-informed care in Maryland and recommends prioritizing evidence-based practices (EBPs) that treat trauma. It summarizes current practices for identifying trauma, assessing trauma, and treating trauma. For each, it outlines several specific techniques and instruments used, along with challenges. It recommends implementing trauma-specific EBPs, like trauma-focused cognitive behavioral therapy (TF-CBT), within a trauma-informed system of care for children's mental health.
The 2009 RSNA Annual Report summarizes the organization's activities that year to advance radiology and provide education and resources to members. Key initiatives included:
1) Launching new programs to shape radiology's future and increase quantitative research.
2) Providing unprecedented continuing education opportunities with over 90,000 CME credits earned.
3) Developing new tools and resources through publications, online platforms, and collaborations to enhance members' practice and research.
4) Hosting the leading radiology conference and exhibition that was recognized for its high quality education and innovation.
The document outlines Nestlé Waters North America's new "Siting and Community Commitment Framework" for establishing spring water facilities. The framework was developed through a multi-step stakeholder engagement process to improve Nestlé's approach to siting projects based on past experiences. It provides principles and tools to guide engagement with local communities throughout the siting process and ensure their input is considered. The goal is to build stronger relationships and shared value with the locations where facilities are sited.
This document discusses strategies for incorporating patient experience into quality improvement efforts. It outlines different structures like advisory boards and quality teams that can involve patients. Tools for collecting patient feedback are also presented, such as surveys, focus groups, and town halls. The document advises planning patient involvement by considering needed skills and qualifications for different structures. It also stresses using multiple tools to better understand patient experience. The goal is to thoughtfully engage patients to improve HIV care systems and delivery.
Presentation by Matthew Lynch, Center for Communication Programs at Johns Hopkins Bloomberg School of Public Health, Networks Project on Malaria Policy and Advocacy for Stomping Out Malaria in Africa's Boot Camp training.
BC Patient Safety Quality Forum (BCPSQC), Story board presented 2013. Highlights from research and projects engaging patients, families, public, physicians and health providers in improved access to health care resources and participating in decision-making. Also on http://www.slideshare.net/paulgallant/"paulgallant my other Slideshare account
The document provides suggestions for organizations to start or improve measuring outcomes of health risk reduction programs. It includes an outcome sequence chart that identifies key short and long-term outcomes and potential indicators to track progress. The chart shows how intermediate outcomes like increased knowledge and improved attitudes can lead to end outcomes of decreased risky behaviors and improved health. The document also lists sample outcome indicators for health risk reduction programs with suggested data sources and collection methods. Organizations are advised to start with a small number of indicators and involve stakeholders in the process.
(1) The document describes an educational program for small farm owners in middle Tennessee that provided information to help them make informed decisions about selecting and planning farm enterprises. (2) Over the course of the program, participants gained knowledge on various topics and 38% implemented a new enterprise as a result. (3) A follow-up survey found that participants reported over $100,000 in increased revenue and savings and over $150,000 invested in their farms due to applying what they learned.
Strengthening and Measuring Community Capacity for Sustained Health Impact_Sn...CORE Group
The document discusses measuring community capacity and its relationship to social and health outcomes. It provides definitions of community capacity that emphasize assets, abilities, and strengths. Measuring capacity is important because strengthening capacity is predicted to improve health outcomes and sustain positive change. The document reviews the limited state of measuring capacity globally and the lack of agreed frameworks. It presents models of how capacity interventions can lead to social change, health competence, and improved health status. Community mobilization approaches are meant to strengthen capacity and drive sustained behavior and social change.
Pre-admission Screening of Older Adults with Cognitive Impairment: Considerat...wef
Presentation made by Elizabeth Kirkland and Amy S. Powell on the 17th of May 2012 (event supported by the Virginia Center on Aging's GTE Initiative). All rights reserved.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. Attendees will learn how to implement strategies discussed and network with other professionals working in juvenile justice, probation, parole, and related fields.
This document discusses a new partnership between Family Health Teams (FHTs) and Public Health in Ontario. There are currently 152 approved FHTs serving over 2.75 million patients. FHTs aim to provide excellent primary health care through interdisciplinary teams of 2-25 physicians providing comprehensive care, chronic disease management, health promotion, and round-the-clock coverage with IT support. The document outlines steps for FHTs to improve quality of care through developing organizational frameworks, building interdisciplinary teams, and building links to community partners. It presents a framework involving a care model, improvement model, and learning model to guide this transition, with the goal of improving clinical, functional and population health outcomes.
Asset-Based Approach to Build and Measure Organizational Capacity_Alan Talens...CORE Group
The document summarizes the asset-based community development approach used in the Bangladesh Child Survival Program from 2004-2010. [1] The program used community mobilization, participation and governance to build organizational capacity through peoples' institutions. [2] It established community health worker networks and leadership structures to deliver simple, affordable child survival interventions in hard to reach areas. [3] The program measured increases in organizational and community capacity over time using a sustainability framework and indicators.
The Nile Basin Development Challenge: A component of the CGIAR Challenge Pro...ILRI
This document discusses the Nile Basin Development Challenge, which is part of the CGIAR Challenge Program on Water and Food. The NBDC aims to improve rainwater management in the Nile River basin through several projects. These projects include assessing current rainwater management practices, piloting participatory planning tools, mapping suitable locations for different rainwater strategies, and measuring the impacts of improved management. The overall goal is to develop integrated rainwater management strategies to reduce environmental degradation and improve livelihoods in the basin.
Cfphs presentation for evalation comments from o f and jd f
This document summarizes a community-based family planning and HIV/AIDS services project in Malawi. It outlines the project team and rationale, describes the project's geographic scope across several districts, and summarizes its approaches of building supply and demand. It then provides results and accomplishments in areas of family planning service provision, HIV testing and counseling, and demand creation. Challenges, lessons learned, and monitoring and evaluation of the project are also summarized.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. The target attendees are professionals working in juvenile justice, probation, parole, mental health, and social services.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. The target attendees are professionals working in juvenile justice, probation, parole, mental health, and social services.
Reflections on monitoring a large-scale civil society WASH initiative: Lesson...IRC
By A/Prof Juliet Willetts, Bruce Bailey, Dr Paul Crawford for the the Monitoring Sustainable WASH Service Delivery Symposium, 9 - 11 April 2013, Addis Ababa, Ethiopia
Understanding Context that Produces Inequality_Kai_10.12.12i v2CORE Group
The document discusses contextual analysis and how understanding context is important for addressing inequities and extreme poverty. It outlines Concern's approach which views poverty as multi-dimensional, involving lack of assets, risk/vulnerability, and inequality. The approach involves analyzing the local context to understand who the extreme poor are, why they are poor, what maintains their poverty, opportunities that exist, and what needs to change. Key aspects of the context like assets, livelihoods, services, social factors, hazards/risks, and vulnerability are examined. Conducting a thorough contextual analysis is important for holistically designing anti-poverty programs.
Opening slides introducing the Birmingham CrossCity Clinical Commissioning Group given at a patient and public engagement event at Birmingham City Football Club, hosted by BVSC and Birmingham LINk, 4th October 2012.
The 36th World Hospital Congress held a parallel session on November 11, 2009 in Rio de Janeiro, Brazil. The session, led by Don Juzwishin Ph.D. MHSA and Reiner Banken M.D. M.Sc., focused on describing the importance of using scientific evidence in healthcare practice, policy, and decision making. Using high quality scientific evidence can help reduce costs and improve the quality of care provided to patients. The session also discussed how to develop evidence-based decision making through appropriate governance structures and linking evidence to decisions at different levels of a health system.
The document outlines the bare necessities for creating trauma-informed mental health inpatient services. It discusses integrating an understanding of trauma throughout programs, policies, and procedures to prevent re-traumatization. It recognizes the need to meaningfully involve trauma survivors in designing services and prioritizing safety, choice, and control. The document also acknowledges that while progress has been made, more work is needed to fully implement trauma-informed practices, such as establishing a shared definition, increasing training, screening for trauma history, and ensuring emotional and physical safety remain top priorities.
This document outlines an initiative by the Michigan Primary Care Association (MPCA) to help health centers achieve Patient-Centered Medical Home (PCMH) recognition and meet Meaningful Use (MU) requirements through a 12-month learning collaborative program led by national experts at the Primary Care Development Corporation (PCDC). The goals of the program are to help health centers submit for NCQA PCMH recognition, attest to MU objectives to receive incentive payments, and identify future improvement areas. Health centers will receive guidance, tools, resources and consultations to achieve these goals in a cost-effective way through a collaborative learning approach.
It is widely believed that acquiring a new customer is five times more expensive than retaining an existing customer. In this respect, high levels of customer loyalty and repeat business are desirable and it makes sense for every business to have some mechanism to understand and meet customer needs.
Here are 10 of the main benefits of measuring satisfaction over the phone
This document discusses achieving and measuring patient satisfaction. It identifies four conceptualizations of patient satisfaction: performance evaluation, disconfirmation of expectations, affect-based assessment, and equity-based assessment. It describes how different pharmacy organizations may address one or more of these conceptualizations when assessing patient satisfaction, depending on their objectives. The document also discusses the ECHO model for evaluating the value and quality of healthcare, which takes an economic, clinical, and humanistic approach.
Presentation by Matthew Lynch, Center for Communication Programs at Johns Hopkins Bloomberg School of Public Health, Networks Project on Malaria Policy and Advocacy for Stomping Out Malaria in Africa's Boot Camp training.
BC Patient Safety Quality Forum (BCPSQC), Story board presented 2013. Highlights from research and projects engaging patients, families, public, physicians and health providers in improved access to health care resources and participating in decision-making. Also on http://www.slideshare.net/paulgallant/"paulgallant my other Slideshare account
The document provides suggestions for organizations to start or improve measuring outcomes of health risk reduction programs. It includes an outcome sequence chart that identifies key short and long-term outcomes and potential indicators to track progress. The chart shows how intermediate outcomes like increased knowledge and improved attitudes can lead to end outcomes of decreased risky behaviors and improved health. The document also lists sample outcome indicators for health risk reduction programs with suggested data sources and collection methods. Organizations are advised to start with a small number of indicators and involve stakeholders in the process.
(1) The document describes an educational program for small farm owners in middle Tennessee that provided information to help them make informed decisions about selecting and planning farm enterprises. (2) Over the course of the program, participants gained knowledge on various topics and 38% implemented a new enterprise as a result. (3) A follow-up survey found that participants reported over $100,000 in increased revenue and savings and over $150,000 invested in their farms due to applying what they learned.
Strengthening and Measuring Community Capacity for Sustained Health Impact_Sn...CORE Group
The document discusses measuring community capacity and its relationship to social and health outcomes. It provides definitions of community capacity that emphasize assets, abilities, and strengths. Measuring capacity is important because strengthening capacity is predicted to improve health outcomes and sustain positive change. The document reviews the limited state of measuring capacity globally and the lack of agreed frameworks. It presents models of how capacity interventions can lead to social change, health competence, and improved health status. Community mobilization approaches are meant to strengthen capacity and drive sustained behavior and social change.
Pre-admission Screening of Older Adults with Cognitive Impairment: Considerat...wef
Presentation made by Elizabeth Kirkland and Amy S. Powell on the 17th of May 2012 (event supported by the Virginia Center on Aging's GTE Initiative). All rights reserved.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. Attendees will learn how to implement strategies discussed and network with other professionals working in juvenile justice, probation, parole, and related fields.
This document discusses a new partnership between Family Health Teams (FHTs) and Public Health in Ontario. There are currently 152 approved FHTs serving over 2.75 million patients. FHTs aim to provide excellent primary health care through interdisciplinary teams of 2-25 physicians providing comprehensive care, chronic disease management, health promotion, and round-the-clock coverage with IT support. The document outlines steps for FHTs to improve quality of care through developing organizational frameworks, building interdisciplinary teams, and building links to community partners. It presents a framework involving a care model, improvement model, and learning model to guide this transition, with the goal of improving clinical, functional and population health outcomes.
Asset-Based Approach to Build and Measure Organizational Capacity_Alan Talens...CORE Group
The document summarizes the asset-based community development approach used in the Bangladesh Child Survival Program from 2004-2010. [1] The program used community mobilization, participation and governance to build organizational capacity through peoples' institutions. [2] It established community health worker networks and leadership structures to deliver simple, affordable child survival interventions in hard to reach areas. [3] The program measured increases in organizational and community capacity over time using a sustainability framework and indicators.
The Nile Basin Development Challenge: A component of the CGIAR Challenge Pro...ILRI
This document discusses the Nile Basin Development Challenge, which is part of the CGIAR Challenge Program on Water and Food. The NBDC aims to improve rainwater management in the Nile River basin through several projects. These projects include assessing current rainwater management practices, piloting participatory planning tools, mapping suitable locations for different rainwater strategies, and measuring the impacts of improved management. The overall goal is to develop integrated rainwater management strategies to reduce environmental degradation and improve livelihoods in the basin.
Cfphs presentation for evalation comments from o f and jd f
This document summarizes a community-based family planning and HIV/AIDS services project in Malawi. It outlines the project team and rationale, describes the project's geographic scope across several districts, and summarizes its approaches of building supply and demand. It then provides results and accomplishments in areas of family planning service provision, HIV testing and counseling, and demand creation. Challenges, lessons learned, and monitoring and evaluation of the project are also summarized.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. The target attendees are professionals working in juvenile justice, probation, parole, mental health, and social services.
This document provides information about the 2009 Juvenile Reentry Conference taking place from June 24-26, 2009 in Washington, DC, with optional pre-conference and post-conference workshops. The conference aims to reduce recidivism and help reintegrate former juvenile offenders into society through sessions on topics like preventing recidivism, addressing substance abuse, and developing aftercare services. The target attendees are professionals working in juvenile justice, probation, parole, mental health, and social services.
Reflections on monitoring a large-scale civil society WASH initiative: Lesson...IRC
By A/Prof Juliet Willetts, Bruce Bailey, Dr Paul Crawford for the the Monitoring Sustainable WASH Service Delivery Symposium, 9 - 11 April 2013, Addis Ababa, Ethiopia
Understanding Context that Produces Inequality_Kai_10.12.12i v2CORE Group
The document discusses contextual analysis and how understanding context is important for addressing inequities and extreme poverty. It outlines Concern's approach which views poverty as multi-dimensional, involving lack of assets, risk/vulnerability, and inequality. The approach involves analyzing the local context to understand who the extreme poor are, why they are poor, what maintains their poverty, opportunities that exist, and what needs to change. Key aspects of the context like assets, livelihoods, services, social factors, hazards/risks, and vulnerability are examined. Conducting a thorough contextual analysis is important for holistically designing anti-poverty programs.
Opening slides introducing the Birmingham CrossCity Clinical Commissioning Group given at a patient and public engagement event at Birmingham City Football Club, hosted by BVSC and Birmingham LINk, 4th October 2012.
The 36th World Hospital Congress held a parallel session on November 11, 2009 in Rio de Janeiro, Brazil. The session, led by Don Juzwishin Ph.D. MHSA and Reiner Banken M.D. M.Sc., focused on describing the importance of using scientific evidence in healthcare practice, policy, and decision making. Using high quality scientific evidence can help reduce costs and improve the quality of care provided to patients. The session also discussed how to develop evidence-based decision making through appropriate governance structures and linking evidence to decisions at different levels of a health system.
The document outlines the bare necessities for creating trauma-informed mental health inpatient services. It discusses integrating an understanding of trauma throughout programs, policies, and procedures to prevent re-traumatization. It recognizes the need to meaningfully involve trauma survivors in designing services and prioritizing safety, choice, and control. The document also acknowledges that while progress has been made, more work is needed to fully implement trauma-informed practices, such as establishing a shared definition, increasing training, screening for trauma history, and ensuring emotional and physical safety remain top priorities.
This document outlines an initiative by the Michigan Primary Care Association (MPCA) to help health centers achieve Patient-Centered Medical Home (PCMH) recognition and meet Meaningful Use (MU) requirements through a 12-month learning collaborative program led by national experts at the Primary Care Development Corporation (PCDC). The goals of the program are to help health centers submit for NCQA PCMH recognition, attest to MU objectives to receive incentive payments, and identify future improvement areas. Health centers will receive guidance, tools, resources and consultations to achieve these goals in a cost-effective way through a collaborative learning approach.
It is widely believed that acquiring a new customer is five times more expensive than retaining an existing customer. In this respect, high levels of customer loyalty and repeat business are desirable and it makes sense for every business to have some mechanism to understand and meet customer needs.
Here are 10 of the main benefits of measuring satisfaction over the phone
This document discusses achieving and measuring patient satisfaction. It identifies four conceptualizations of patient satisfaction: performance evaluation, disconfirmation of expectations, affect-based assessment, and equity-based assessment. It describes how different pharmacy organizations may address one or more of these conceptualizations when assessing patient satisfaction, depending on their objectives. The document also discusses the ECHO model for evaluating the value and quality of healthcare, which takes an economic, clinical, and humanistic approach.
The document outlines a 10-step process for continuous quality improvement (CQI): [1] assign responsibilities for quality improvement and set priorities, [2] delineate the scope of key functions, [3] identify important aspects to monitor, [4] identify indicators to measure quality, [5] establish thresholds for evaluation, [6] collect and organize data, [7] initiate evaluations, [8] take action to improve, [9] assess the effectiveness of actions, and [10] communicate results. The goal is to deliver better results today than yesterday by managing and improving quality through this CQI process.
The document discusses groups and teams, including what defines them, why they are used, and how they function. Key points include:
- Groups are defined by interaction, interdependence, and structure among members working toward common goals.
- Work-oriented groups are used for decision-making, problem-solving, team building, and fostering teamwork to provide "value-added work."
- Group dynamics studies behavior in groups and how groups and individuals relate and adapt over time. Systems theory views groups as goal-directed, self-regulating systems that maintain equilibrium.
- Effective groups have defined roles, consider size and purpose, and utilize members' unique skills through task-oriented and relationship-building roles.
Fostering Multidisciplinary Collaboration to Advance Knowledge Management int...egcti
Presentación de los profesores Nitza Hernández y Elliut Flores en la 4th International Conference on Knowledge Management 2007, celebrada en Viena, Austria, los días 27 y 28 de agosto.
240 Measuring Customer Satisfaction and Complaint Handlingmoriano1000
The document outlines an agenda for a two-day workshop on measuring customer satisfaction and complaint handling. The workshop will cover designing and implementing customer satisfaction surveys, analyzing results, and using insights to increase loyalty and reduce customer defection. Participants will learn how to set objectives for surveys, design effective questionnaires, launch surveys, analyze key performance indicators over time, and present findings to management to improve the customer experience. The workshop will also cover best practices for effective complaint handling and using customer feedback to fulfill their needs.
It is quite instrumental stuff for having very basic understanding of the discipline of OB and its linkage with other related disciplines, its challenges and prospects.
This document discusses how continuous quality improvement (CQI) fits within the Department of Human Services' (DHS) Improving Outcomes for Children (IOC) initiative for child welfare services. It provides background on CQI frameworks and reviews evidence-based research on CQI approaches. The document also summarizes recommendations from program leaders on CQI implementation and compiles an action plan for how CQI methods could be applied within a Community Umbrella Agency, including exploration, installation, and implementation activities based on implementation science.
The document discusses the evolution of usability in multidisciplinary teams for web development. It notes that as the web has become more complex, with considerations for interoperability, compatibility, accessibility, functionality and standards, a multidisciplinary approach is needed where usability is a priority at every stage for all roles. It also discusses how the practice of usability has matured alongside developments in web standards and more people now identify with usability roles.
1. The document discusses key aspects of customer satisfaction including defining customers, obtaining customer feedback, using customer complaints to improve, and providing good customer service.
2. It emphasizes that customer needs are constantly changing and businesses must continually solicit feedback to understand how to exceed customer expectations.
3. Effective use of customer feedback drives new product development and allows businesses to identify improvement opportunities from the customer's perspective.
This document discusses key elements of organizational culture including vision, values, practices, people, narrative, and place. It provides examples of vision statements from different companies and discusses how values should reflect the organization's identity and guide decision-making. The document also addresses how practices and people shape the culture by reinforcing the vision and values. It emphasizes focusing on employee development, recognition, and creating a motivational work environment.
Internship report on measuring customer satisfaction level of credit cardhold...WINNERbd.it
This internship report summarizes the internship experience of the author at the Sat Masjid Road branch of Southeast Bank Limited in Bangladesh. The report focuses on measuring the customer satisfaction levels of credit cardholders at Southeast Bank.
The report includes an overview of Southeast Bank, describing its vision, mission, products/services offered including credit cards. It also provides organizational structure, performance metrics, and a SWOT analysis.
The internship section describes the author's experience in different departments like front desk and remittance. It outlines job responsibilities and observations on customer service processes with recommendations for improvement. The report then analyzes survey data collected from credit card customers to measure their satisfaction levels and identify areas of improvement for the bank
Marketing 101 chapter2 building customer satisfactionMarivic Macale
The document discusses building customer satisfaction through quality, service, and value. It discusses determining customer value and satisfaction, as well as customer delivered value. It also discusses ways to achieve highly satisfied customers through customer focus, tracking expectations and satisfaction, and improving processes. The key is developing strong customer relationships through retention strategies like reducing customer defection rates.
This chapter discusses how companies can build customer satisfaction, value, and retention. It addresses customer perceived value and satisfaction, and how delivering high customer value can attract and retain customers. The chapter also covers measuring customer satisfaction and lifetime value, as well as how companies can practice total quality management to improve both customer and company profitability.
This chapter discusses measuring service quality and customer satisfaction in the hospitality industry. It defines key concepts like quality, satisfaction, expectations and perceptions. It examines theories of quality like Gronroos' model of technical and functional quality. A popular model for measuring quality, SERVQUAL, is also introduced, which defines five key dimensions: reliability, assurance, tangibles, empathy and responsiveness. The relationship between quality and satisfaction is explored, noting that quality is an attitude while satisfaction is transaction-specific. The chapter stresses that delivering high quality service is crucial for hospitality businesses to satisfy customers and achieve competitive advantages.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
In this presentation, we will discuss the importance of developing and maintaining a healthy customer relationship. Understanding customer psychology, knowing what customers want and customer retention are valued as an integral part of a successful business.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
Total Quality Management in HealthcareGunjan Patel
Now days, Healthcare systems are of fundamental interests to all level of Hospitals in our societies. Eventually, increasing importance and reliance are placed on total quality management in healthcare systems. Due to this rising importance that is also reflected in the increasing percentage of national and international resources for both private and public sector to allocated in hospital management systems. Hospitals and other healthcare organization across the globe have been progressively implementing TQM to reduce costs, improve efficiency and provide high quality patient care.
2010 ISAP Conference - Using the Internet and Social Media in Immigrant Servi...settlementatwork
Slides from Marco Campana's 2010 ISAP conference presentation, focusing on how those serving immigrants and refugees can make use of social media in their client service work.
Cincinnati Children's Hospital conducted experience mapping interviews with physicians who refer patients to better understand their referral journey and identify opportunities to improve the physician experience. Key findings included the need for more consistent communication such as appointment confirmations and treatment updates. Referring physicians also wanted resources for patients and families about traveling to Cincinnati Children's and expected timely appointments and respect as fellow experts. The experience mapping provided insights to help enhance the referral process and relationships with referring physicians.
This document discusses capacity needs assessment and strengthening for evidence-based agricultural policymaking. It provides an overview of capacity at the individual, organizational, and systemic levels. A framework is presented that maps the policy process and where research can inform it. The document also outlines approaches for conducting capacity assessments and developing capacity strengthening strategies. Key questions are raised around strengthening national capacity systems and assessing capacity needs at different levels.
Research to Better Engage HIV+ Former Prisoners in HIV ServicesUCLA CTSI
The purpose of this project is to better understand the post-incarceration needs and resources of HIV+ former prisoners. This population has a poor history of remaining in medical care, resulting in increased viral load, morbidity and disease transmission risk. We have analyzed records of 363 Spectrum case management clients, developed a focus group discussion interview guide and recruitment tools, and received IRB approval to conduct focus groups.
Telephone improvement project a skills assessment of refractive surgery provi...SM2 Strategic
This document summarizes a study that assessed the telephone skills of refractive surgery providers. Over 500 phone calls were made to 77 refractive practices to evaluate how they handled incoming calls from potential LASIK patients. The calls were scored based on 13 criteria like greeting, discussing pricing, and anticipating caller needs. Most practices struggled, with average scores around 50/100. After feedback, scores improved slightly to 52/100 in a second round. While basic skills improved, practices had more difficulty controlling conversations and anticipating needs. The study shows room for practices to enhance telephone training to improve conversion of interested callers to patients.
Telephone improvement project a skills assessment of refractive surgery provi...SM2 Strategic
This study assessed the telephone skills of 77 refractive surgery practices through mystery shopper phone calls. Calls were scored based on 13 criteria like greeting, discussing pricing, and anticipating caller needs. After interim results, practices improved some skills but struggled with others. Overall scores improved from 49 to 52 points out of 100. While most practices enhanced basic skills, more focus is needed on advanced skills like directing conversations. The study shows telephone training can boost business but requires continuous effort to maintain excellence.
The Building Local Capacity for Delivery of HIV Services in Southern Africa Project (BLC) worked in Namibia from 2010-2015 to strengthen local organizations' capacity to address HIV. Through a mapping effort led by the Namibian Network for AIDS Service Organisations (NANASO), BLC conducted the first nationwide assessment of 234 civil society organizations. This provided data on registration, communication capabilities, and organizational capacity. The assessment strengthened NANASO's understanding of its constituency and ability to support members. It demonstrated how networks can better partner with organizations to assess needs and improve health service delivery.
This document outlines a capacity building strategy for a project to revitalize family planning services through Christian Health Associations in Africa. The strategy includes 5 components: 1) Establishing a supply chain to ensure community health workers have access to family planning commodities. 2) Training community health workers and supervisors on family planning service provision. 3) Developing reporting mechanisms for community health workers to report activities. 4) Creating a supportive environment through sensitizing religious leaders. 5) Providing ongoing supervision and support to community health workers. The goal is to strengthen the capacity of Christian Health Associations to improve access to family planning information and services.
NICE Guidance implementation pro forma (nov 14)NEQOS
A Guidance implementation pro-forma to support organisations plan and scope their Guidance implementation*
* Disclaimer: This document was developed specifically for a workshop and is not a resource formally endorsed by NICE.
Lauren VanEnk of the Institute for Reproductive Health discusses the partnership with the Christian Health Association of Kenya enabling community health workers to play a larger role in delivering family planning.
Top tips to overcome the challenge of commissioning diagnostic services NHS Improvement
The document provides top tips for commissioners to overcome challenges in delivering diagnostic services. It recommends: developing a shared understanding of quality diagnostics across organizations; recognizing the need for effective infrastructure to support patient flow; and maximizing the use of equipment, space, and staff skills. Adopting continuous quality improvement and using demand and capacity data can improve both operational management and long-term planning of diagnostic services.
Cardiac and stroke network directors update 19 feb 13NHS Improvement
This document provides an overview of clinical networks and senates in the new NHS system in the UK. It discusses the roles and functions of different types of networks, including strategic clinical networks, local professional networks, and operational delivery networks. It also describes clinical senates and their role as the "conscience and guiding intelligence" across healthcare systems. The document outlines various national support work being done to help networks and senates in their functions, including developing accountability frameworks, improving patient and public involvement, and facilitating links to other organizations.
To achieve the goal of fully accessible information and advice services for all, it is essential that planning takes place at a strategic level and brings together key partners from across the adult social care agenda. Equally, delivery needs to draw together the work of teams and agencies from both within and outside of local authorities, with clear management procedures in place. If planned and structured effectively, information and advice services can contribute to wider objectives such as effective commissioning and shaping of services in response to market need.
Dr Jennifer Dixon: Predictive models and risk adjustmentNuffield Trust
1) Predictive models are commonly used as case finding tools to identify at-risk patients and allocate healthcare resources.
2) Current work on a new resource allocation formula for England may increase interest in these predictive tools for broader applications.
3) Risk adjustment is necessary to standardize performance comparisons and ensure any differences are not due to factors outside an organization's control.
Considerations for AAS CRP Impact Evaluation - Workshop on Strengthening Imp...WorldFish
1) The document discusses various evaluation strategies and designs that can be used to evaluate natural resource management programs and projects, including the performance logic chain evaluation, impact evaluation, rapid appraisals, and case studies.
2) It then focuses on outlining considerations for evaluating the impact of the CGIAR Research Program on Aquatic Agricultural Systems, including defining intermediate development outcomes and hub-level challenges in different geographic locations.
3) Finally, it discusses using a variety of evaluation designs, such as experimental, statistical, theory-based, case-based, and participatory approaches, to answer different types of evaluation questions for the program.
The document outlines an approach for developing a customized capacity building plan. It introduces Management Sciences for Health (MSH) and their Building Local Capacity project, which uses a tailored approach to strengthen regional organizations. The session aims to familiarize participants with MSH's customized capacity building model and have them practice developing a plan. The model assesses capacity across various dimensions and identifies gaps to target for improvement through participatory planning.
1) Two hospitals implemented regular hourly rounding programs to improve patient experience.
2) Rounding involves checking on patients' needs, pain levels, comfort and safety every 1-2 hours.
3) Early results show reductions in falls and improvements in HCAHPS scores for nursing communication and responsiveness.
Empowering and enabling charities to become trusted partners in the commissio...CharityComms
This document discusses Neurological Commissioning Support (NCS), a partnership between neurological charities that aims to empower charities and enable them to become trusted partners in the healthcare commissioning process. NCS provides consultancy services to health and social care commissioners, helping them design and redesign neurological services from a patient perspective. Case studies are presented showing how NCS has worked with commissioners in Cornwall and Surrey to map services, identify gaps, and prompt service improvements through data analysis and input from patients and professionals. Tools that NCS and voluntary organizations can provide to commissioners are also outlined.
1. Regional Quality Managers Structure and Access
Services Provided:
To Consultation Resources
• Work with provider agencies to
support effective use of the CANS.
• Monitor providers use of the CANS
Case Consultations:
Topics for casethe CQI and IDCFSbe
determined by
consultations will CQI Continuous Quality Improvement
during assessment and treatment planning teams in conjunction with the
planning and related to child outcomes. providers being served, based on common
themes observed or representative topics.
Community
• Assist in identification of community
resources and services related to CANS- Topicslistserves and information will via
email
and dates will be disseminated
Implementation of
identified needs across agencies.
also be communicated via Regional
Quality Managers.
Providers maythese consultationsstaff or
participate in
sign up to either
via
Trauma-Related
mechanisms established by their Regional
Quality Managers. Services Initiative
Identify gaps in outpatient and trauma- Participation will be determined based
on region and considered on a first
related services and resources based on
come basis.
CANS-identified needs across agencies.
• Support in bridging these gaps in CQI Agency & Program Consultation:
and trauma-specific practices.
Initial topics willagencyon: program
consultation
for
focus
and
For more information on all of these services,
~ Implementation of the CANS
for
please contact the Regional Quality Manager
in your region:
~ Building knowledge about
trauma-specific treatment practices. IDCFS
• Cook County: Tracy Fehrenbach, Ph.D Subsequent topicsproviderdetermined in
conjunction with
will be
agencies,
t-fehrenbach@northwestern.edu
(773) 573-5847 program specific needs assessments, and
• Central: Jennifer Marett, MSW, LCSW
Jennifer@infant-parent.com
suggestions determined by agency contact
with Regional Quality Managers.
(773) 573-6790 Mental Health Services
• Southern: Lauren Roberts, MA, LCPC
lroberts@infant-parent.com
And Policy Program
Northwestern University
(773) 484-8990
2. The CQI Initiative State Trauma Expert
CQI Focus
CUI
National Trauma Consultant
Consultation Services Provided: Consultation Services Provided:
Emphasizes improvement in the
Assistance in effective and consistent use of the Clinical case consultations will be offered within
quality of care and effectiveness CANS to support strength-based and trauma- interdisciplinary staffing or clinical
of services within the behavioral informed service planning and outcomes team format.
health system served by IDCFS management.
Inclusion of key service providers such
providers where trauma is often as therapists, supervisors, case workers,
Assessment of the training and resource needs
a clinical concern. across agencies to improve effectiveness of services
school counselors, probation officers, and
foster parents.
and enhance trauma-informed practices.
Enhancement of skills in providing trauma-
Training on the identification, assessment and
focused services and addressing complex cases
treatment of childhood trauma.
within IDCFS.
CQI Objectives Consultation with agencies on how to build
organizational capacity and readiness to
National Consultant
Bruce Perry, MD, Ph.D.
adopt new trauma practices.
Train and certify providers on the Dr. Perry is one of the leading national
Linkage to web-based resources and written trauma experts on the impact of
IDCFS Child and Adolescent Needs & childhood trauma and maltreatment
materials developed by several leading national
Strengths (CANS) assessment tool. on child development.
child trauma experts.
Provide support and technical Establishment of learning communities to
Twelve, 90-minute clinical case consultations will
assistance in implementation of the be offered in a group teleconference format.
facilitate communication and information
CANS in community agencies to track sharing across agencies. Consultation Formats:
behavioral health needs and outcomes. All other consultation services will be ongoing and
Program and clinical consultation for offered in the following formats:
Provide consultation on the development building trauma-related practices based •Group teleconferences based on identified or
of assessment-based, trauma-informed and on specific agency needs and the needs suggested topics
strength-based treatment plans. of children served.
•Individual agency phone or in-person meetings
based on need
Provide training and consultation State Trauma Expert •Web or e-mail-based discussion groups
on child trauma best practices Cassandra Kisiel, Ph.D. •Inter-agency Super User Program meetings
and quality improvement strategies •Quarterly Newsletter – highlighting updates
Dr. Kisiel is a Research Assistant
to enhance provider knowledge, skills Professor at Northwestern University and past Training on provider progress, ongoing CQI activities (such as
Director for the National Child Traumatic Stress Network. use of outcome data), and specific trauma topics
and practices. Her background and expertise are in child trauma
assessment and effective training and dissemination
methods for trauma-focused practices.
Editor's Notes
Issues for brochure printing: 6 items below 1. Would like to have the final file be InDesign, no matter who prints it: paper size should be 8.5 ” x 11.” 2. Therer is a bleed issue for both sides of brochure—Can ’t do it in PowerPoint 3. Alignment when brochure is folded into a three-panel format; do text/graphic elements fall on the fold where they shouldn ’t? 4. Check my circle shapes for regularity of shape 5. Are the transparencies ok? Slide 2 esp. shows a darker shape in upper-left during print preview, and print-out, than it looks to be on regular computer screen view. 6. Any fixes needed on spacing/centering, etc. of elements?