QUALITY MANAGEMENT PLAN
Bienestar has an in-house Quality Management Plan (QMP) which describes in detail the process for continually assessing each of our programs’ level of effectiveness within the organization. The plan addresses written policies and procedures of client feedback and the organization’s quality controls.
The QMP also concentrates on each of the five service areas (Client Services for HIV-positive individuals, Education and Prevention, Substance Abuse & Harm Reduction, HIV Counseling, Testing and Evaluation & Research) and the effectiveness of these services. To accomplish this, Bienestar has developed a set of quality indicators based on key activities specific to each service area. These indicators are divided into process and outcome objectives. This plan is inclusive of all Bienestar centers located in Los Angeles County. Funding sources include federal, state, county, and city entities as well as foundations.
EVALUATIONS OF OUR PROGRAMS AND SERVICES
Development of Data Collection Methods
Bienestar has a data collection process in place to collect, analyze, and report data for all of its programs. Managerial staff and the Department of Research & Evaluation will record and keep logs of intervention and client level data variable collected from the instruments weekly. These data variables will be utilized to develop program process and outcome reports and also intervention level aggregate data.
Collection and Analysis of Data Review
Both paper-based and electronic software systems will be utilized to collect program performance data (e.g. Case Watch, Welligent, SPSS and Excel). Successes and challenges obtained from our program evaluation activities will be disseminated to program staff monthly to monitor program progress. Results will be shared with the QMC and Bienestar’s Management team on a biannual basis to ensure the quality of service delivery has been maintained. Dissemination is intended to provide ongoing feedback of the program to staff and management. The data is also used by the local, state and federal agencies to inform them about the importance of services and influence policymakers who may improve policies regarding supportive programs designed and implementation.
Identifying and Sustaining Improvement
Bienestar works closely with program officers to review and develop policies and procedures for management of the programs and oversight of the quality improvement and quality assurance processes. Protocols for the specific programs and the respective interventions will continue to be developed and submitted to funding agencies for approval. These protocols will serve to assist program staff in meeting contractual goals, thereby ensuring that clients receive adequate and consistent support services. The Quality Management (QM) Committee and Program Management will review all protocols and policies on a yearly basis to ensure effective and appropriate delivery of services.
The organization plans on sustaining improvements through several methods. The compliance reports are now reviewed as a tool for improving programs and/or sustaining program performance. All review findings and developed plans of action are presented to the QM committee, program specific staff, Management and Executive Team to ensure quality of care is provided to clients accessing the agencies programs and services.