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Performance Measurement and Improvement Case Studies

Case Study 1
A large, county-based health department that delivers direct medical care and many support services needed assistance in training internal staff as quality improvement facilitators. MCPP consultants developed customized training and a custom-built toolkit to support the multi-phased improvement projects. In addition to training the facilitators, the consultants conducted five improvement projects as "hands-on" learning opportunities for the facilitators and many of the organization's staff. The five projects focused on reductions in documentation requirements, including the number of documents needed; reduction of wait-times; streamlining work processes by eliminating the number of steps in the process; and decreasing the number of no-shows for appointments. All five projects resulted in significant levels of improvement.MCPP consultants conducted several cycles of performance assessments for a large public health system, including state programs and local jurisdictions.

Services included staff and management training, all related materials (self-assessment tools, data collection tools, application materials, communication materials and more), conducting extensive site visits throughout the system, reports for all sites and the public health system overall. In addition, a comprehensive exemplary practices compendium was developed with more than 400 documented exemplary practices.

Case Study 2
MCPP assisted a commercial PPO to develop the infrastructure and implement the policies and procedures needed to demonstrate compliance with the Washington State Patient Bill of Rights and with National Committee for Quality Assurance (NCQA) standards.The consultants worked directly with key leaders to develop QI and UM program descriptions and work plans, and establish the QI and UM committees.Critical policies such as Confidentiality, Complaints and Appeals, and Enrollee Disclosure materials were developed and implemented.