Quality Management Framework

For the Community Managed Sector (Non Government Organisations)

Tammy Ford

Assistant Director, Sector Development

What’s included in the Framework?• The proposed quality management framework for CMOs

includes: – an annual self assessment completed by CMOs, this

includes a 12 month continuous improvement plan;– improved reporting, tracking, management and

investigation (as required) of Notifiable Incidents; and– Quality evaluations that will be conducted by a panel

of independent evaluators (including carers and people with a lived experience of mental illness).

Panel of Evaluators• Panel Contract of Team Leaders and Evaluators• Minimum of two per Quality Team - 1 x Team Leader and

1 x Evaluator• Both roles to collect anecdotal evidence from a number

of sources that supports (or fails to support) the CMO’s effort to:– address the Outcomes (meet individual needs) and – comply with the NSMHS

How will they evaluate?• Evidence of NSMHS and Outcomes will be sought via:

– Feedback (interviews with individuals, families, staff,

management, Board members, public MHS etc)

– Observations (of physical environment; interactions;

practices)

– Documentation (individual plans, policies,

procedures)

Key Stages: Quality Evaluations

• Evaluations will be conducted at a whole of Organisation level for Commission funded services (i.e. will be based on all service types that the Commission funds)

• Undertaken approx once every 3 years• Take 3 months to complete (from initial meeting to final

report)• Approx 20 CMOs to be evaluated per year once

established

Key Stages: Quality Evaluations• The Commission will notify you of an upcoming Evaluation

and will provide an information package and the contact details for the Team Leader

• CMO advertises/promotes the upcoming Evaluation to stakeholders

• CMO provides list of service users and contact details to the Team Leader

• Team Leader establishes random sample of service users

– for interviews;

– for reviews of individual plans

Key Stages: Quality Evaluations• Preliminary meeting – intro and scope of Evaluation – all

stakeholders invited• Site visits – observing services in action, interviews and

reviewing documentation• Analysing evidence collected and drafting report which

may include:– What is working well and any best practice examples– Identify Opportunities for Service Improvement– Identify Required Actions

Key Stages: Quality Evaluations• Draft report findings will be discussed with the CMO

– CMO offered opportunity to submit additional evidence or provide further information

– Based on this, Team Leader will establish whether any changes to the report are warranted

• Final Evaluation report submitted for Commissioner sign-off

• CMO to distribute / make final report available to all stakeholders

• CMO will be asked for feedback on their experience of the Evaluation process

Pilot• Expression of Interest – Thank you for your interest in

participating!• Approximately 5 Organisations to participate• Confirmation once panel established• Range of Organisations/Services• Review Process – Feedback Workshops• Refine Process• Provide Training to Sector and Evaluators• Roll Out Full Scale (approx 20 Organisations per year)

Timelines• Tender for Panel of Evaluators recently closed - in

process of assessing applicants• Expect to finalise Panel by end of November• Training of Panel will occur in December/January• Information package for CMOs currently under

development – finalised December • Information session held with Organisations involved in

Pilot – approximately January

Timelines• Pilot evaluations with 5 service providers - February

2014• Final reports on the pilot organisations - May 2014• Feedback workshops on process – May/June• Refine process , templates and information packages,

etc as required – July /August• Provide information training to sector on revised

process – August/September• Roll out process – September

• Please note the above timeframes are approximate

Ongoing Training Opportunities• The Commission intends to provide ongoing training opportunities to

the sector and has just finalised a tender for a panel of trainers/experts – including International and Australian experts

• Topics/training opportunities will include:– Person centred practices;– Trauma informed care– Recovery– Self directed supports– Peer workforce training– Governance and leadership

• We would welcome any suggestions for other training topics please email quality@mentalhealth.wa.gov.au

ContactsSector Development and Quality Team• Tammy Ford, Assistant Director Sector Development

and Quality – 6272 1279• Louise Cefalo, Senior Project Officer – Quality

Assurance – 6272 1273• Moya Fisher, Program Manager – Sector

Development – 6272 1247• Thelma Sze, Quality Assurance Support Officer –

6272 1218

• Or email quality@mentalhealth.wa.gov.au

Questions?