D
& M CONSULTANTS
OUTCOMES ASSESSMENT MANAGEMENT REPORT
Premier Lodge
Kinsel
Lodge
Shared
Housing
D & M
North Apartment
October 2006 - September 2007
Executive Summary:
D & M
Consultants, Inc. operates one supported living apartment
program, one shared housing program and two Fairweather Lodge
programs for adults with psychiatric disabilities in Oakland
County. One individual resides in the D & M North apartment
program located in Auburn Hills, Michigan. Two individuals
reside in the Shared Housing program in Royal Oak. Funding
sources for these programs are Easter Seals of SE Michigan and
Community Network Services, Inc. As well as one individual who
is private pay.
Eleven
individuals reside in the Fairweather Lodge programs: seven at
Premier; and four at Kinsel. Funding sources for individuals in
these two lodge programs are Easter Seals of SE Michigan,
Training and Treatment Innovations, Inc. and Community Network
Services, Inc. Individuals in the Fairweather Lodge program own
Ever-Glo Janitorial Service, Inc. which is a consumer run
janitorial company. Ever-Glo contracts with 14 companies to
provide janitorial services. Ever-Glo Janitorial Service, Inc.
annual income for FY 06/07 was $106,032.00.
D & M
Consultants, Inc. has one staff that serves on the Coalition for
Community Living Board, a national coalition of individuals
serving to promote the Fairweather Lodge philosophy and
concept. A D & M staff is also a board member of the Michigan
IAPSRS Board. (Formerly the International Association of
Psychosocial Rehabilitation Services).
For the
Outcome Measurement Report, each program was evaluated on
seventeen objectives addressing program satisfaction,
efficiency, effectiveness and access.
The
following summarizes progress in each objective area, along with
attachments displaying results.
Objective A: Satisfaction
Maximize satisfaction of persons served with D & M Consultants,
Inc. services. Percent of individuals scoring an average of 3.0
or higher on satisfaction surveys.
Satisfaction surveys are distributed to persons served in all
programs semi-annually in November and May. Individuals served
are able to give input regarding satisfaction of services
delivered. Additional areas of input reflect access, privacy,
health and safety, self esteem & self sufficiency and informed
choice. All questions asked have a scoring scale of 1.0 to
4.0. One is the lowest score possible and four is the highest.
Those individuals responding with a score of 3.0 indicate
agreement, 4.0 indicates strongly agree. (See attachment A &
B for survey results).
Fourteen
individuals were surveyed in November of 2006 with a 100%
response. Eleven individuals resided in the Fairweather Lodge
program and three individuals from the apartment/shared housing
program.
All
individuals in the lodge program responded with 3.0 or greater.
The average score for all eleven individuals was 3.24. Goal
expectancy of 90% was exceeded with the optimal expectancy met
of 100%. Three individuals from the apartment/shared housing
program were surveyed and the average score of all three
individuals was 3.14, which exceeded the objective of 90%
satisfaction.
The
second survey for Fiscal Year 06-07 was distributed in June of
2007. Fourteen individuals were surveyed and returned for a 100
% response rate. Eleven individuals in the lodge program
responded with an average score of 2.98. Three individuals from
the apartment/shared housing program responded with an average
of 3.28. The optimal expectancy was met for this survey period
with 100% scoring a 3.0 or higher.
Recommendations:
Action Taken from Previous Reporting Period:
The averages generated for this report period indicate a level
of overall satisfaction comparable to the previous report
period. Higher scores were indicated in the following areas;
Access, Health & Safety, Informed Choice, Self Esteem/
Sufficiency. As always, there continues to be many opportunities
for individuals served to give input and suggestions. There are
weekly house meetings at the lodge programs, and community
meetings at the apartment and shared housing program.
Objective B: Satisfaction
Maximize satisfaction of Parents/Relatives/Guardians with D & M
Consultants, Inc. services. Percent of
parents/relatives/guardians scoring an average of 3.0 or higher.
Satisfaction surveys are distributed to
parents/relatives/guardians on a semi-annual basis in December
and June. An identical scoring system as with surveys of
persons served is in place. Survey questions are asked in areas
that pertain to access, health and safety, self-esteem &
sufficiency and informed choice. Those surveys returned
responding with a score of 3.0 indicate agreement, 4.0 indicates
strongly agree.
(See
attachment C & D for survey results).
Thirteen
surveys were distributed in December 2006, thirteen of those
were returned for a 100% response rate. Ten surveys were
returned by family members of participants in the lodge
programs. The average score for satisfaction of services was a
3.51, which resulted in meeting the optimal expectancy of 100%.
Three surveys were returned by family members of program
participants in the apartment/shared housing program and the
average combined score was 3.70, indicating satisfaction of
services and meeting the goal expectancy of 100%. Survey
response that was the highest was in the areas of access,
privacy, health and safety.
Thirteen
surveys were distributed in June of 2007. Thirteen surveys were
returned for a 100% response rate. Nine surveys were returned
by the family members of lodge participants. Of those nine, the
average score was 3.43, which exceeded our goal expectancy of
90%. Four surveys were returned by family members of
participants in our apartment/shared housing program. The
average score was 3.95 which indicated agreement to satisfaction
of services delivered. Surveys from all four programs exceeded
our goal expectancy of 90%.
Recommendations:
: In all four service locations, we exceeded the
goal expectancy of 90% satisfaction. A newly revised survey will
begin in Jan 2008. The survey times will be January and
July.
Action Taken from the Previous Reporting Period:
The return rate for surveys in 2006/2007 continued to be high.
Some comments made were “Keep up the excellent work, and Thank
You for helping my son through this time of crisis.” Program
Coordinators continue to use an “acknowledgement” card to let
parents/relatives/guardians know we appreciate their response. A
follow up phone call is also made to the families surveyed.
Objective C: Satisfaction
Maximize Professional/Stakeholder satisfaction with D & M
services.
Percent of surveys which indicate program satisfaction.
The
Annual Professional/Stakeholder satisfaction survey was sent out
in December of 2006 to individuals from Easter Seals, Community
Network Services and Training and Treatment Innovations, Inc.
Questions asked pertain to the following seven areas of program
performance: Quality, Health & Safety, Staffing, Management,
Programming, Dignity & Respect and Overall Satisfaction. The
scale is set from 4.0 (strongly agree) to 1.0 (strongly
disagree).
Seventeen
surveys were sent out with three surveys returned. See
attachment E.
Three
surveys were returned with an overall score of satisfaction
indicating strongly agree. The average percentage of
satisfaction was 89% which was slightly under our expected goal
that was targeted. Feedback received was favorable regarding
the honesty of staff, respect, advocacy, and community
inclusion. Additional feedback indicated that the staff truly
reflects belief in the mission of the Fairweather Lodge Program.
(See attachment E)
Recommendations:
The
expected outcome of 90% satisfaction was not met; we feel this
is due to the low return rate. Survey revisions have been made
and the revised survey will be distributed annually in
January.
Action Taken from the Previous Reporting Period:
The return rate for
this report period was 50% less than last year. The overall
satisfaction did however increase by 4%.
Objective D: Satisfaction
Maximize program satisfaction with D & M Consultants, Inc
employees.
Percent of surveys that indicate satisfaction with D & M
Consultants, Inc.
Employee
Opinion Surveys are distributed in January and June each year.
Four surveys were sent out with four surveys returned in January
of 2007 as well as July of 2007. (See attachment F & G).
January
surveys returned scored 100% satisfaction with D & M
Consultants, Inc. Our goal expectancy was 90%. This objective
met the targeted optimal expectancy. Comments from staff were
“Consumer choice; leader in advocacy for the consumers served“.
“The camaraderie of the staff is outstanding and I enjoy coming
to work everyday”. July results were slightly lower with an
overall satisfaction of 83%. Our goal expectancy was 90%; we did
not meet our expected goal for this objective.
Recommendations:
A revised Employee Opinion Survey will be distributed in January
and July.
Action Taken during the Previous Reporting Period:
The average score for the two surveys for 2006/2007 were
slightly lower. Information from survey data analysis will be
used to improve the rate of satisfaction of employees.
Objective E: Satisfaction
Maximize satisfaction of persons served that exit or change
program service delivery. Percent of individuals who respond
satisfactorily to Exit Satisfaction Survey.
A total
of twelve surveys were distributed for this fiscal year. Five
individuals exited the program. Three of the individuals
indicated that they were satisfied with services provided by D &
M. One individual refused to allow D & M staff to make contact
with him upon leaving the program, the other individual was
unable to complete the survey.
Seven
individuals transferred programs within the D & M service sites
during this report period. All seven indicated a response of
satisfaction. Ten out of ten surveys were returned with a 100%
satisfaction rate which exceeded our goal of 90%.
Recommendations:
D & M will continue to seek input from persons who exit or
change service delivery
Action Taken during the Previous Reporting Period:
For FY 2006/2007 percent of satisfaction for individuals who
exited or changed programs improved by 50% comparing data to FY
2005/2006.
Objective F: Maximize satisfaction of persons served within
consumer run business Ever-Glo Janitorial Service, Inc.
Thirteen
surveys were sent out for a 100% return rate. All thirteen
surveys scored 3.0 or higher for a score of 100% satisfaction
with Ever-Glo Janitorial which exceeded the expected outcome of
90%.
Recommendations:
The consumer run
business will continue to seek satisfaction of persons within
the consumer run business.
Action Taken during the Previous Reporting Period:
This is the first time that
this was tracked for the Outcome Measurement Report.
Objective G. Access
Maximize access to D & M Consultants, Inc. services with persons
authorized for placement. Percent of individuals placed within
set timeframe of 14 days or less.
In the
first two quarters there were no referrals for 2006/2007. In
quarter three one individual was referred for placement at
Premier Lodge. Placement did not occur during the targeted
objective of 14 days. Placement did not occur due to the
individual is part of the Michigan Prisoner Re-Entry Initiative
and she was required to wait for placement until the Parole
Boards approval. There were no referrals in quarter four.
It was
our targeted goal to meet access to services by setting timely
perimeters that would enable an individual to start
participating as soon as possible. Our targeted goal was set at
100%, although this individual was authorized for placement,
outside circumstances occurred which delayed placement.
Recommendations:
D & M continues to believe that timely access to services is of
the utmost importance for many individuals referred for
placement. We will continue to be proactive in our efforts to
minimize the delays that occur due to restraints placed by
outside referral and contracting agencies.
Action Taken from the Previous Reporting Period:
During the report period FY 05/06 two individuals were placed
within the 14 day time frame while two were not, due to
circumstances outside of our control. The pattern continues
relative to placements occurring exceeding the 14 day time
frame. D & M will continue to be proactive in placing
individuals in a timely manner.
Objective H: Access
Maximize number of persons served who participate in community
outside of program structure. Percent of individuals who
participate in community life outside of program structure.
Data was
collected each month for the four program service sites that D &
M Consultants, Inc. operates. Access was defined for this
report as participation in community that is outside the program
structure of D & M. In all four programs the first quarter
average was 99%. For quarter two the average was 97%, quarter
three 91% and quarter four the average was 94%. Overall the
average score for persons accessing the community during this
report period was 95% which exceeded our goal expectancy of
80%.Actvities of participation were; access to health club,
Church, support groups and college classes. Additionally,
activities included; golf, biking, and membership to YMCA.
Recommendation:
D & M Consultants, Inc. embraces the concept that individuals
we provide service to benefit from the connections they make
outside of program structure. Opportunities for persons served
to feel a part of their environment serves as a catalyst to
elevate their status in society. This in turn provides a
positive aspect to the process of their recovery. It is
recommended that staff continue to monitor this objective.
Action Taken from the Previous Reporting Period:
We exceeded the previous
year report period by 14%.
Objective I. Access
Maximize accessibility of necessary resources for persons served
in consumer run business Ever-Glo Janitorial Service, Inc.
Thirteen
people were surveyed, twelve scored 3.0 or higher. Indicating a
92% satisfaction rate on accessibility. The objective of 90% was
met exceeding our expected outcome.
Recommendations:
The comment sections of the
survey need discussion at monthly Business Meetings.
Action Taken from the Previous Report Period:This
is the first time this objective was tracked for the Outcome
Measurement Report.
Objective J:
Effectiveness
Maximize program effectiveness of D & M Consultants, Inc. by
compliance with all Internal Quality Assurance Reviews. Average
percentage score of internal peer quality assurance reviews.
D & M
Consultants, Inc. participates in a peer quality assurance
process. Peer Quality Assurance Reviews are performed
semi-annually, if applicable. For this report period, an
internal QA was performed in Jan of 07. The average score for
all four program sites was 97%. Our goal expectancy of 95% was
met.
Recommendations:
During this fiscal year only one internal QA was performed. It
is recommended that internal QA’s be performed semi-annually.
Action Taken from the Previous Reporting Period:
The average score for the previous report period was 92%. This
report period exceeded the score by 5%.
Objective K:
Effectiveness
Maximize program effectiveness of D & M Consultants, Inc. by
compliance with all External Compliance Audits. Average
percentage score of External Compliance Audits.
D & M
contracts with three Core Agencies for mental health services.
They are Easter Seals of SE Michigan, Community Network Services
and Training and Treatment Innovations, Inc. It was determined
by the Core Agencies that one agency would perform external
audits annually. At this time Easter Seals performed D & M‘s
annual compliance audits. In November of 2006, Easter Seals
performed an external audit for Premier and Kinsel Lodge. The
average score between them was 83% prior to a plan of
correction. Follow up score after plan of correction submitted
was 88% between the two programs. Our expected goal objective
was set at 95% compliance. We did not meet our minimum or
expected goal objective.
Recommendations:
It is recommended that D & M staff review and utilize the
compliance audit tool throughout the year.
Action Taken from the Previous Reporting Period:
FY 2005/2206 score was 99.5%. There was an 11% decrease overall
during this report period.
Objective L:
Effectiveness
Maximize program effectiveness by increasing rate of response on
all Professional/Stakeholder surveys.
The
annual Professional/Stakeholder Survey was sent out in December
of 2006. Seventeen surveys were distributed with three returned
for a return of 18%. The goal of 50% was not met for this report
period.
Recommendations:
It is recommended that 30 days prior to the Professional
Stakeholders Surveys being mailed out a “Letter of
Encouragement” be sent informing the professionals that we value
their input and would encourage their return of completed
surveys.
Action Taken from the Previous Reporting Period:
This is the first time this objective was tracked for the
Outcome Measurement Report.
Objective M:
Effectiveness
Maximize program effectiveness by compliance with all
Federal/State and Local training requirements.
Staff
training requirements are monitored quarterly. The average for
all four quarters was 97% which did not meet our expected goal
of 100%.
Recommendations:
A newly hired staff was in the
process of meeting the training requirements. It is recommended
that this objective continue to be monitored to ensure
compliance with the contracting agencies requirements.
Action Taken from the Previous Reporting Period:
This is the first time this objective was tracked for the OMS
report.
Objective N: Effectiveness
Maximize program effectiveness/service quality with consumer
run business Ever-Glo Janitorial Services contract sites.
Contract
service site satisfaction surveys are distributed bi-monthly.
During the months of Sept/Oct 06 the score was 83%. Nov/Dec
67%, Jan/Feb 07 86% , March/April 71%, May/June 83%, and
July/Aug 57%. During the report period, FY 06/07 overall
contract quality satisfaction indicated an average score of 75%.
The goal of 85% was not met.
Recommendations:
It is recommended that “on the job training” with the employees
of Ever-Glo occur, instead of in house or video training.
Requirements will be made to Business Manager to increase site
visits.
Action Taken from the Previous Reporting Period:
This is the first time this
objective was tracked for the Outcome Measurement Report.
*Objective O: Efficiency
Maximize program efficiency by reducing number of vacant beds.
D & M
Consultants, Inc. maintains an open dialogue with all Core
Providers relative to monthly vacant bed notification.
Additionally, the staff of D & M informs Case Managers/ Doctors,
etc. of bed availability within our programs as well as display
of continued quality service to the current persons served.
This has proven successful throughout FY 06-07. A relationship
with the Michigan Prisoner Re-Entry Initiative (MPRI) resulted
in the placement of a female consumer at Premier Lodge in
Southfield. This relationship was established due to a referral
of D & M by one of our contracted Core Providers. Throughout FY
06-07 our monthly vacancy rate was 13% resulting in 87%
occupancy overall. The goal was met by exceeding our expectancy.
Recommendations:
D & M Consultants, Inc. will
continue this goal to ensure program efficiency. It is
recommended that the D & M power-point presentation be updated
to assist in informing the community at large about the services
offered at D & M. An aggressive marketing campaign must be
established to assist with this endeavor.
Action Taken from the Previous Reporting Period:
This is the first time this
objective was tracked for the Outcome Measurement Report.
Objective P. Efficiency
Maintain efficiency (billable days) by reducing the number of
psychiatric hospitalizations.
D & M
Consultants, Inc. has had a long history of maintaining
psychiatric stability with the individuals they provide service
to. Having a quality stable staff has contributed to this as
well as early recognition of signs and symptoms associated with
the onset of relapse. Decreasing hospitalizations is beneficial
to the consumers’ feelings of self worth. Additionally, it is a
positive approach to utilizing budget resources efficiently.
Psychiatric hospitalizations are entered into the automated
management information system monthly. Data is collected for a
year end report. For fiscal year 2006-2007 there were 60 days of
hospitalization out of 260 billable days of service. Quarter
one there was 87% efficiency. Quarter 2- 95%, Quarter 3- 100%
and Quarter 4- 100%. This presented an overall efficiency rate
of 96%. We exceeded the goal of 85%
Recommendations:
One particular consumer with a history of
multiple psychiatric incidents accounted for over half of the
hospitalized days. Due to the incidents of de-compensation it
was recommended that the consumer affected move to a lodge
program. Since his transfer of services he has reduced his
hospitalization overall. The second individual experienced a
great personal loss this report period which contributed to his
hospitalization.
Action Taken from the Previous Reporting Period:
An increase in hospitalization occurred during this report
period. D & M is committed to stabilization of the consumers
served. We will continue to work closely with the DR/CSM to
assist with this objective.
Objective: Q Efficiency
Maximize program efficiency with consumer run business Ever-Glo
Janitorial Service by maintaining attendance to work.
Attendance is monitored quarterly by entering data into the
automated management information system. Data is aggregated and
monitored for trends by the Business Manager. An “attendance
contest” is also monitored and acknowledged by the officers of
Ever-Glo and the Business Manager. Individuals are selected by
their attendance, the contest winners then elect what they would
like to do.
The data
for the report period FY 06-07 indicates a 97% overall
attendance rate. This exceeds the goal of 90%.
Recommendations:
It is recommended that this
goal continue to be monitored by the Officers of the consumer
run business, EverGlo Janitorial as well as the Business Mgr.
Attendance should be discussed at monthly Business Meetings.
Action Taken from the Previous Reporting Period:
This is the first time that
this objective was tracked for the Outcome Measurement Report.
There
were no consumer grievance or recipient rights complaints filed
this report period.
Report
compiled by: Valerie
Windham 12/07
