2017-703-E Health - National Assn of State Mental Health Directors service agreement

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DocuSign Envelope ID:CAABEAFA-9919-4207-B5CD-58E618EA747E QSR STATUS & PRACTICES MEASURES AND THEIR USES Uses of QSR Results Reviewing Practice Performance. A Quality Service Review(QSR)Protocol is a booklet containing two sets of qualitative The QSR Practice Measures can be applied to a single individual receiving measurement indicators designed for use by frontline practitioners, trainers,super- services to determine how well key practice functions are being performed at visors of frontline practice,program managers,quality managers,and agency leaders. various points in the life of a case.Results determined for the practice measures One set of measures focuses on the present status of a person receiving services rela- can be aggregated across a sample of service recipients at a point in time to tive to key outcomes valued by all citizens.A second set of measures focuses on basic examine performance patterns for particular groups. Such analyses can reveal functions of case practice associated with achievement of desired outcomes. QSR successful performance areas in actual case practice and can uncover problem measures and related uses have evolved over the past 25 years,having been applied areas for next step action. successfully to various purposes across the broad span of human services. • Identifying Areas for Affirmation of Excellence. QSR measures and case review results can be used for the following purposes: An essential but under-used reinforcement strategy by supervisors, managers, • Teaching Rapid Assessment Skills to Frontline Practitioners, and leaders is the identification and affirmation of excellence in frontline prac- tice.Frontline practitioners aspire to do good work and to get good results for The Status Measures contained in the QSR Protocol can be used by trainers and the people they serve.They seek to learn more and get even better at the work supervisors in teaching frontline practitioners how to quickly assess the situation they do. When their good work is recognized and affirmed by supervisors, of a person who is seeking services. Each Status Measure focuses on a unique managers, and agency leaders, frontline practitioners are rewarded for their and important area in a person's life revealing the degree to which the assessed accomplishments and are motivated to continue to expand their successes. life outcomes are being attained by the person. Discoveries made are used to uncover unmet needs and information about the person's life essential for plan- ning wellness/recovery goals along with services to achieve those goals. Quality managers can play an important role in applying QSR measures in peri- • Teaching Practitioners Fundamental Craft Knowledge and Skills For odic reviews of client outcomes and quality of case practice. Working in Performing Basic Practice Functions. collaboration with frontline supervisors and program managers, quality managers can plan small sets of targeted case reviews in which some or all of the The Practices Measures contained in the QSR can be used by trainers and super- QSR measures are applied to small samples of persons receiving services. visors in teaching frontline practitioners the fundamental craft knowledge and Results can be used by supervisors to provide feedback to practitioners whose practice skills required for achieving important outcomes for the persons they cases were reviewed.Good results can be affirmed and opportunities for doing serve.Each Practice Measure focuses on a unique and fundamental area of prac- even better in particular areas can be planned.Aggregated results across cases tice associated with good and effective work. The focus is placed on the can be used to spot patterns of excellence for affirmation and detect any areas of performance of essential practice functions in actual case practice -- not on concern for planning next step actions.Where appropriate,quality managers can showing compliance with agency policies and procedures.The Practice Measures use QSR results for launching exploratory analyses(e.g.,Root Cause Analysis)to follow the "Practice Wheel and Tip Sheets" described in separate documents trace and identify causes of recurrent problems so that remedies can by under- available to interested agencies. taken by program managers and agency leaders. • Supervising Frontline Staff on High Quality Practice. Applying Action Learning Strategies for Strengthening Practice and Results. Frontline supervisors play an essential role as"teachers of practice"to their staff. Modeling,mentoring, and coaching of case practice are essential strategies for Managers and agency leaders play a critical role in using results of QSR measures building craft knowledge and skills for staff members supervised.QSR Status and to learn about problems affecting frontline practice and then to lead next step Practice Measures can be used effectively for teaching when conducting case- actions to remedy the problems.Without their prompt attention and commit- based,group-oriented supervision activities.Staff members can present their self- ment to next step action,known problems discovered by QSR review process selected or assigned cases for group analysis and discussion.Staff members can will not only continue but will possibly worsen. apply selected Status and Practice Measures as a group to each case being discussed.The case presenter has the opportunity to gain fresh insights about These seven strategies have been used successfully by trainers,supervisors,quality possible solutions from their colleagues'analyses. In addition, frontline practi- managers,program managers,and agency leaders to transform the quality and effec- tioners learn about the Status and Practice Measures and how to apply them to from th of frontline practice and to improve outcomes for persons receiving services their own cases.This can be a powerful and positive teaching strategy especially from their agencies. when the supervisor guides the presentation and discuss process while modeling,mentoring,and coaching good practice. Integrated Care QSR Protocol Available • Reviewing the Effectiveness of Treatment. Please note that the New Mexico Integrated Care QSR Protocol is available for The QSR person Status Measures can be applied to a single individual receiving training,review activities,and technical support for implementation and use upon services to determine the extent to which important life outcomes are being request. Interested persons should contact Dr. Betty Downes at the New Mexico attained at various points in the life of a case.Person outcomes can also be meas- Human Services Department:Betty.Downes@state.nm.us. ured and aggregated across a sample of service recipients at a point in time to examine patterns of results for targeted groups. Such analyses can reveal successful outcomes and can uncover problem areas for next step action. QSR INSTITUTE, CWPPG, 2016 9 PAGE 4