Community Mental Health &
Substance Abuse Services
of St. Joseph County
Subject:
Quality Improvement
Stakeholder Input
Application:
Operating
Procedure
03.04
All Staff
Effective
12/2/13
Reviewed
1/31/14
Revised
3/27/14
Approved
PURPOSE
To identify ways to encourage, obtain and utilize input from persons receiving services and/or
their representatives and from the community. This policy provides an overview of stakeholder
input and how it is used for quality improvement.
POLICY
The CMHSAS-SJC shall be committed to providing quality services driven by stakeholder input. A
stakeholder is any group that has a vested interest in CMHSAS-SJC and its services. The ultimate
stakeholder is the person receiving services. Other stakeholders include the families of persons
receiving services, staff, providers, advocates, regulators, funders and the community at large.
A.
For processing input, three basic principles should always be present:
1.
2.
3.
Listen to the stakeholder’s input
Take action, as appropriate, on the input from stakeholders.
Assess reaction by listening again.
PROCEDURES
A.
Input from stakeholders will be:
1.
2.
3.
4.
Solicited through multiple forums (i.e., boxes, electronic) to always provide an
avenue for stakeholders.
Responded to in a timely and respectful manner.
Tracked and analyzed for trends and areas of improvement.
Used in decision making and the development and improvement of organizational
processes and services, which includes:
a.
Program planning
b.
Performance improvement
c.
Strategic planning
d.
Organizational advocacy
e.
Financial planning
f.
Resource planning
Page 1 of 3
Operating Procedure
B.
Subject:
Quality Improvement
Stakeholder Input
03.04
Various mechanisms will be utilized to obtain input from stakeholders:
1.
Input from peers, persons served and their families will be obtained through a
variety of means that include:
a.
Establishing formal or informal meetings (i.e., Focus Groups and Consumer
Advisory Council).
b.
Encouraging and promoting representation of families and persons
served/peers at all levels, including as members of the Board, focus groups,
standing committees and improvement teams.
c.
Assuring that individual service plans and meetings reflect a person-centered
approach.
d.
Surveying satisfaction of persons served at least once a year from each
service area.
e.
Completing a follow-up survey with a sample of individuals leaving services.
f.
Supporting advocacy groups of persons served.
g.
Conducting interviews with persons served and families.
h.
Tracking access data to determine service needs.
2.
Input from advocacy groups will be obtained through a variety of means that
include:
a.
Regular meetings with advocacy groups.
b.
Advisory and planning committees.
c.
Review of newsletters.
d.
Comments at CMHSP Board meetings.
3.
Staff input will be obtained through various mechanisms including:
a.
Staff communications through supervisory channels.
b.
Participation on unit, department or management meetings, workgroups
and/or teams.
c.
Staff Forums with the Executive Director.
d.
Staff meetings.
e.
Staff surveys.
f.
Performance evaluations.
4.
Community input will be obtained through various mechanisms including:
a.
Community forums/focus groups
b.
Community Needs Assessments
c.
Multi-Purpose Collaborative Bodies
d.
Representation on various committees
e.
Public Hearings
5.
Provider service input will be obtained through a variety of means that include:
a.
Regular meetings and committees that include contract provide participation
b.
Provider Orientation and trainings
c.
Board meetings
d.
Committees
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Operating Procedure
C.
Subject:
Quality Improvement
Stakeholder Input
03.04
A stakeholder’s standing will not be adversely affected for expressing their opinions or
dissatisfaction with a program.
REFERENCES
-
Consumerism Practice Guideline - MDCH Contract on Medicaid Managed Specialty
Supports and Services Concurrent 1915(b)/(c) Waiver Program, Attachment P 6.8.2.3
EXHIBITS
A.
Stakeholder Input Method and Sources
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