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23 <br />Endorsement <br />In order to promote the provision of quality services and supports from agencies that <br />comply with State and Federal laws and regulations, OPC endorses providers in <br />accordance with the policy and procedures outlined in Communication Bulletin #44 and <br />subsequent directives. Technical assistance is provided at;.each point during the <br />endorsement process, including the application phase and'; ubsequent site visits. <br />Whenever possible, endorsement is coordinated with monitoring activities to minimize <br />disruptions to a program. ' '` <br />Complaint Resolution ` <br />,; <br />Complaints from providers regarding endorsement, monitoring or any other function of <br />the LME are managed by the Provider Relations representatives. Every; attempt is <br />made to resolve the issue informally and in a reasonable and timely mariner. In the <br />event informal resolution is unsuccessful or inappropriate, OPC follows its internal <br />complaint procedures and the process as outlined in GS §122C-151.4. <br />Strategic Objectives: _ -- <br />• Develop and implement a standai~dizEd and-~ "equitable process that can <br />objectively evaluate the provideP. community and allow for informed <br />consumer choice. <br />Target Date: January 2008 ~ ~ ~'f~ <br />Responsible Parties and Stakeholders: all LME Departments, Area Quality <br />Management~Committee, CFAC <br />'Although OPC has~.,implemented an Annual Provider Self-Report that requests <br />information on several quality indicators, there is still a need to produce a report <br />containing objective measures of quality services. CFAC and other community <br />groupstave expressed an interest in obtaining such a report to offer consumers <br />enough information' oallow for informed choice. Over the next several months, <br />OPC will be reviewing all sources of provider data such as monitoring results, <br />progress towards national accreditation, number and types of complaints and <br />incidents, fidelity to Evidence-Based Practice (EBP) models and collaborating <br />with its stakeholders to determine the most effective and, consumer-friendly way <br />to present this information. <br />• Facilitate the creation of a Provider Council. <br />Target Date: July 2007 <br />Responsible Parties and Stakeholders: Quality Improvement and Provider <br />Relations (QI/PR) Department, Provider Community <br />23 <br />