The word “performance” is used to describe the way people do their work and the results of that work. In the field of healthcare, each job classification has a set of standards that are measured to show both performance problems and successes.
In keeping with our mission and core values, our AltaPointe Performance Improvement Department coordinates a comprehensive effort to continuously provide excellent care to our patients and to reduce risks to patients and our staff members. We do this by gathering and measuring pertinent data and taking appropriate actions based on the results.
Focused totally on the operation and improvement of patient services, our performance improvement program identifies and assesses important processes and outcomes, corrects and follows up on problems, improves the quality of services provided, and provides meaningful opportunities for input from patients, family members and advocates.
AltaPointe strives to resolve any identified barriers to providing quality care through continuous quality assessment and evaluation. We identify actual and potential problems through ongoing monitoring and evaluation of the quality of care by administering surveys to our patients throughout all treatment programs.
The performance improvement department uses a collaborative and interdisciplinary approach called “The Plan for Improving Organizational Performance” to solve problems that may be identified through survey results. This approach focuses on the following dimensions of performance:
- accessibility, availability and timeliness of care
- appropriateness of care
- effectiveness of clinical performance
- efficacy of service delivery
- continuity of care
- patient and family perception of care, treatment and services
- safety of patients, staff and visitors
- respect and care given to patients and families
Patients voluntarily and anonymously complete the surveys, which are returned to the performance improvement department in the same month the surveys are conducted. AltaPointe staff members review the data bi-monthly to determine where improvements can be made.
Data analysis provides direction for the organization’s course of action and development in areas such as policy and procedure revision, alternate service delivery systems, staff training and changes, and additional resource allocation. Following implementation of any corrective action, the performance improvement department continues reviewing data to determine the efficacy of the action taken and if additional action is necessary.
Tabulated survey results are sent to the Alabama Department of Mental Health, the Joint Commission and other regulatory or governing bodies for review.
The certifying and contracting body that oversees specific types of mental health services in the state is the Alabama Department of Mental Health (ADMH). This department mandates that AltaPointe maintains a system of data collection and analysis related to patient and family satisfaction, access to care, treatment or services, and communication for all individuals served and their families. AltaPointe regularly sends these data reports to the ADMH.
In addition, AltaPointe voluntarily submits to audits by the Joint Commission, an independent, not-for-profit organization that accredits and certifies more than 20,500 healthcare organizations and programs in the United States. AltaPointe is Joint Commission accredited, a designation recognized nationwide as a symbol of quality that reflects an organization’s commitment to meeting certain performance standards.