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D &
M CONSULTANTS
INFORMATION MANAGEMENT
AND MEASUREMENT REPORT
Premier Lodge
Kinsel Lodge
Shared Housing
D & M North
Apartment
Royal Oak SIP
Serene Residential
Transition House
October 2008-
September-2009
Executive Summary:
D & M
Consultants, Inc. operates two supported living apartment programs, one shared
housing program, two Fairweather Lodge programs, and one Michigan Prisoner
Re-entry program in
Oakland
County
. D & M
Consultants, Inc. operates one 24 hour Specialized Residential program for
adults with psychiatric disabilities in
Macomb
County
.
One individual resides in the D & M North apartment program located in
Auburn Hills, one individual resides in an apartment in
Royal Oak
. Three individuals also reside in
Royal Oak
in the D & M
Shared Housing Program. Funding sources
for these programs are Easter Seals of SE Michigan, Training and Treatment
Innovations, Community Network Services, Inc. and Michigan Department of
Corrections, as well as one individual who is private pay.
Twelve
individuals reside in the Fairweather Lodge programs: eight 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 8 companies
to provide janitorial services. Ever-Glo
Janitorial Service, Inc. annual income for FY 08/09 was $ 59,730.61.
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 fifteen 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 who respond “yes” to question on satisfaction surveys.
Satisfaction
surveys are distributed to persons served in all programs semi-annually in January
and July. Individuals served are able to give input regarding satisfaction of
services delivered. Additional areas of
input reflect Privacy and Security, Dignity & Respect, Health & Safety,
Ability to Access Community, & Community Living Skills. Questions asked
have a scoring scale of 1.0 to 4.0. One
is the highest score possible and four is the lowest. Those individuals responding with a score of 2.0
indicate agree, 1.0 indicates strongly agree.
Eighteen
individuals were surveyed in January of 2009 with a 100% response. Ten individuals
reside in the Fairweather Lodge program and eight individuals from the apartment/shared
housing/transition house programs.
Goal
expectancy of 95% was exceeded with a combined average from both reporting
periods of 99%.
The second
survey for Fiscal Year 08-09 was distributed in July of 2009. Eighteen individuals were surveyed and a 97%
satisfaction rate was reported.
Recommendations: Start
collecting data by program type. Score separately from persons served in the
Lodge, Shared Housing, 24hr Specialized and Transition House programs.
Performance Improvement Activity: The averages generated for this report period
indicate a level of overall satisfaction as we exceeded our goal with a 98%
satisfaction rate. As always, there continues to be many opportunities for persons
served to give input and suggestions. In addition to the satisfaction surveys there
are also weekly house meetings. D & M will identify areas of program change
when comments indicate this. D & M will discuss survey analysis in staff
meetings and other stakeholder meetings.
Objective B:
Satisfaction
Maximize satisfaction of
Parents/Relatives/Guardians with D & M Consultants, Inc. services. Percent of parents/relatives/guardians who
respond yes to question on satisfaction surveys.
Satisfaction
surveys are distributed to parents/relatives/guardians on a semi-annual basis
in January and July. Parents/relatives/guardians are able to give input
regarding satisfaction of services delivered. Additional areas of input reflect Privacy and Security, Dignity &
Respect, Health & Safety, Ability to Access Community, & Community
Living Skills. Questions asked have a scoring scale of 1.0 to 4.0. One is the highest score possible and four is
the lowest. Those individuals responding
with a score of 2.0 indicate agree, 1.0 indicates strongly agree.
Eighteen
surveys were distributed in January, with a 100% satisfaction rate. Goal
expectancy of 95% was exceeded with the optimal expectancy met of 100%.
Eighteen
surveys were distributed in July of 2009, with a 100% satisfaction rate. Goal
expectancy of 95% was exceeded with the optimal expectancy met of 100%.
Recommendations: In all seven service locations, we exceeded
the goal expectancy of 95% satisfaction. The revised survey which began in
January of 2008 will continue to be utilized; as the persons served as well as
the parents/relatives & guardians have expressed satisfaction with the new
survey format.
Performance Improvement Activity: The return rate for surveys in 2008/2009 was
less than 50%. D & M will pursue ways of increasing response rate of returned
surveys. D & M staff will 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 distributed in January and
July of 2009. Individuals from Easter Seals, Community Network Services, MI
Dept of Corrections/Waterford Parole and Training and Treatment Innovations,
Inc. were surveyed. 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 1.0 (strongly agree) to 4.0 (strongly disagree).
Seventeen
surveys were sent out. The first reporting period showed 100% satisfaction. The
second reporting period showed a decrease to 67% for a cumulative score of 84%
satisfaction indicated.
The feedback
received indicated there is a feeling of increased individual independence,
teamwork amongst the staff and employment opportunities for persons served.
Recommendations: Goal expectancy of 90% was not met this
reporting period. D & M staff must identify why there was a decrease in
satisfaction during the second reporting period and put measures in place to
return satisfaction to its previous level.
Performance Improvement Activity: D & M will actively work to
identify and incorporate any recommendations that were made in an effort to
improve services that D & M provides. Additionally D & M will review survey
analysis at staff meetings to identify areas that can improve performance
activity. As the response rate continues to be low D & M will look at ways
to increase response, such as possible on-line surveys.
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 July each year. Four surveys
were distributed in January and July with four returned.
January surveys
returned; scored 100% satisfaction with D & M Consultants, Inc. Our goal expectancy of 95% was exceeded this
report period. Comments from staff were “Flexibility, teamwork, healthcare
benefits and PTO” are reasons chosen to work for D & M Consultants. July surveys returned; scored 100%
satisfaction. The goal expectancy of 95% was exceeded this report period.
Recommendations: The revised survey will continue to be utilized for optimal achievement
of the expected goal. Continue in a concerted effort to monitor and improve
policies and procedures, if needed that promote a positive work environment for
the staff.
Performance Improvement Activity: As D & M programs are expanding we will work to keep the same good
communication with the increase in the number of employees. Monitor work
practices, policies and procedures that promote a positive work environment.
More team oriented training may need to be pursued as there will be an increase
in staff working together.
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.
One survey
was distributed this report period, with a 100% satisfaction indicated. This
exceeded our goal of 90%.
Recommendations: D & M will continue to seek
input from persons who exit or change service delivery
Performance Improvement Activity: For FY 2008/2009 percent of satisfaction for individuals who exited or
changed programs remained the same at 100%. As D & M continues to grow we
will see more activity of persons exiting or changing service delivery and this
will need to be monitored.
Objective F: Maximize
satisfaction of persons served within consumer run business Ever-Glo Janitorial
Service, Inc. Percent of individuals scoring an average of 3.0 or higher on
business satisfaction surveys.
Fifteen
surveys were sent out for a 100% return rate. The satisfaction rate indicated 96%,
which exceeded the goal expectancy of 90%.
Recommendations: The consumer run
business will continue to seek satisfaction of persons within the consumer run
business.
Performance Improvement Activity: This
goal will continue to be measured during FY 09/10. Ever-Glo will continue to
look at satisfaction surveys for feedback that can improve service delivery.
Objective G. Access
Maximize access to support
services for individuals in Transition House by utilizing public
transportation.
During this
report period a decrease in utilization of public transportation occurred due
to consumers served and overall health issues. We began with 44% in the first
quarter and saw a steady decline during the course of the year. The cumulative
outcome was 15% for FY 08/09.
Recommendations: Due to the nature of the program this goal will no longer be tracked.
Performance Improvement activity: There has been a recent trend of persons
served coming into the Transition House program who have not been incarcerated
as long as previous members and has shown an increased ability to access public
transportation without the assistance of D & M staff. Members of Transition
House have indicated that they would like to be included in community
activities as they feel this is a way for them to interact with others and
re-integrate into the community in which they reside. An access goal regarding
attendance of scheduled monthly activities will be tracked for the coming year.
Objective H: Access
Maximize accessibility
of necessary resources for persons served in consumer run business Ever-Glo
Janitorial Services, Inc. Percent of individuals who score 3.0 or higher on
satisfaction survey question on accessibility.
Fifteen
people were surveyed for 100% satisfaction on the question of accessibility.
The objective of 90% was exceeded and the optimum was achieved.
Recommendations: The comment sections of the survey indicate
employees feel they have what they need to do their job.
Performance Improvement Activity: This objective will continue to be
measured for the report period of FY 09/10. Ever Glo will continue to maintain
the proper equipment and supplies that are required for the employees to do
their job effectively.
Objective I: 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 Peer Quality Assurance Review
2008-2009
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, two internal QA’s were performed in 09. The average score for all three program
sites was 98%. Our goal expectancy of 98%
was achieved.
Recommendations: It is recommended that D & M continue to
maintain and improve upon the standards that are currently in place. D & M
will stay in compliance with all aspects of the QA.
Performance Improvement Activity: D & M staff will continue to seek out
ways to maintain and or improve site locations and service standards. Due to
program growth, it will be important for all new program sites to stay current
with requirements set forth in the QA process.
Objective J: 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 Easter Seals of SE Michigan, Community Network Services, Training
and Treatment Innovations, and the Michigan Dept of Corrections/MPRI Program. It
was determined by the Core Agencies that one agency would perform external
audits annually. During this report period Training and Treatment Innovations
(TTI) performed D & M‘s annual compliance audits in 1st quarter
08/09. Easter Seals performed annual compliance audit in the 4th quarter 08/09. The overall scores are as follows; Training and Treatment
Innovations scores were: Corporate Compliance 100%, Training Compliance 90% and
Clinical 100% compliance. Easter Seals scores were: Corporate Compliance 100%,
Training Compliance 100%, and Clinical Compliance 100%. The scores overall
resulted in an average of 99% exceeding our expectation of 95%.
Recommendations: It is recommended that D & M
staff continue to review and utilize the compliance audit tool throughout the
year.
Performance Improvement Activity: As
D & M continues to grow as a company we will work at continued compliance
with external audits by reviewing audit information and making sure that
programs are meeting or exceeding their requirements. Consumer care, safety and
empowerment issues remain at the forefront of what we do. Annual review of
contracts and issues of compliance will be addressed.
Objective K: Effectiveness
Maximize program
effectiveness by compliance with all Federal/State and Local training
requirements. Number of D & M staff who meet the
required training.
Staff
training requirements are monitored quarterly. The average for all quarters was
49% which did not meet our expected goal of 100%.
Recommendations: It is recommended that this
objective continue to be monitored to ensure compliance with the contracting
agencies requirements.
Performance Improvement Activity: There were new programs that were opened this reporting period and training
slots were not readily available from MORC and TTI.
D & M needs to be proactive in monitoring
the training requirements on an annual basis and secure training in advance
before training certificates lapse.
Objective L: Effectiveness
Maximize program
effectiveness/service quality with consumer run business Ever-Glo Janitorial
Services contract sites.
The objective
monitored is percent of contract service sites that score good or excellent.
Contract
service satisfaction surveys are distributed bi-monthly. During the months of
Sept/Oct 08 the score was 60%, Nov/Dec 83%, Jan/Feb 09 80%, March/April 75%,
May/June 100%, July/August 100%. During the contract year 08/09 overall
contract quality satisfaction indicated an average score of 83%.
Recommendations: It is recommended that “on the job training”
with the employees of Ever-Glo Janitorial continue as well as site visits by
the business manager.
Performance Improvement Activity: There was an 18% increase in
satisfaction of from the previous report year and the goal of 80% was met and
exceeded. There has been a decrease in service contracts for Ever-Glo Janitorial
which has resulted in less work for persons served. Ever-Glo has begun to
pursue other work opportunities for persons served. One such opportunity, for
lawn care services has been researched and is being pursued as an additional
business for Ever-Glo in addition to continuing the janitorial services.
Objective M: 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 F/Y 08/09. The relationship with the
Michigan Prisoner Re-Entry Initiative (MPRI) has resulted in keeping those beds
filled. One vacancy occurred due to a person served was moved to a Lodge
program for medical reasons and another occurred when a person served completed
his transition period. The average rate of 97% fell just short of the goal of
98%.
Recommendations: D & M, Inc. will continue this
goal to ensure program efficiency. It is recommended that D & M continue to
inform the community at large about the services offered at D & M. An
aggressive marketing endeavor should be established to assist with this
endeavor.
Performance Improvement Activity: D & M Consultants should continually
update its power point presentation to reflect current services provided. D
& M should seek out venues in which this power point can be presented.
Objective N: Efficiency
Maximize efficiency (billable
days) by reducing number of psychiatric hospitalizations.
D & M
Consultants, Inc. has had a long history of maintaining psychiatric stability
with the individuals they provide services 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 efficiency.
Psychiatric
hospitalizations are entered into the automated management information system
monthly. Data is collected for a year end report. Quarter one there was 88% occupancy.
Quarter 2 was 87%. Quarter 3 was 100% and Quarter 4 was 99%. This presented an
overall efficiency rate of 97%. This fell short of our goal of 98%.
Recommendations: D & M Consultants, Inc. will continue to
educate the staff and persons served on early recognition of signs and symptoms
which may precede a psychiatric crisis resulting in hospitalizations.
Performance Improvement Activity: D & M will continue to work closely with
the Dr. and Case Managers to assist with early detection of symptoms which will
result in fewer hospitalizations.
D &
M Consultants, Inc.
Percentage
of Non-Hospitalization
2008-2009
Objective O. 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 08/09 indicates 98% overall attendance rate. This
exceeded the goal of 95%
Recommendations: It is recommended that this goal continue to
be monitored by the officers of the consumer run business, as well as the
Business Manager. The importance of attendance/dedication will be discussed
routinely at monthly business meetings. Ever-Glo showed an 11% change/increase
from last year.
Performance Improvement Activity: Ever-Glo should continue to recognize the
commitments made by the workers. Additionally as attendance increased the
actual number of contracts decreased throughout the course of the year. Due to
Michigan
economy Ever-Glo
has begun an effort to pursue different types of work other than janitorial
services. Ever-Glo also continues its efforts to increase the number of current
Janitorial contracts.
There was one
recipient rights complaint filed this report period. The Office of Recipient
Rights investigated the complaint and found it to be unsubstantiated. No
consumer grievance was filed this report period.
Report
compiled by: Rodney Howard 3/2/10
D & M Consultants,
Inc.
Demographics
Fiscal Year 2008-2009
Homes and Supported
Independent Living Programs
Number
of persons served: 27
Race/Ethnicity
White:
24
African
American/Black: 2
Native
American or Alaskan:
Hispanic
or Latino
Other:
1
Gender
Female:
4
Male:
23
Age
18-40:
5
41-65:
21
66-85:
1
Other Demographics
Persons
with Dementia: 1
Persons
with Developmental Disabilities: 3
Persons
Hard of Hearing/Deaf: 1
Persons
with Drug/Alcohol Abuse/Mental Illness: 1
Persons
with Mental Illness Disorders: 27
Persons
with Physical Disabilities:
Persons
with Visual Impairments/Blind:
Persons
with Acquired/Traumatic Brain Injury
Unemployed/Underemployed: 26
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