Consumer Service Reviews: Moving Forward in 20072008

1
Consumer Service Reviews Moving Forward in
2007-2008

• Presentation to the Transformation Workgroup
• May 9, 2007
• Gina Eckart, Assistant Director
• Indiana Division of Mental Health and Addiction

2
A Quick Look Back

• Baseline Reviews done at all 30 Community Mental
  Health Centers in 2006
• Results posted to the DMHA website at
  http//www.in.gov/fssa/mental/twgsubresults.htm
• Average of 10 cases reviewed per CMHC

3
Planning for 2007-2008

• Surveyed reviewers, coordinators, and CMHC staff
  who participated in 2006
• 187 responses from the three web-based surveys
• Feedback given in regards to reviewer training,
  support prior to and during reviews and on the
  process itself

4
Survey Response Summary

• Response overall was positive regarding the
  reviews.
• The majority of those surveyed found the process
  helpful and indicated we should continue its use.
  
• It appears the more an individual knew and
  understood about the CSR process, the more
  positive the experience, especially in regards to
  the coordinator and staff responses.
• Many CMHCs are using parts of this process
  internally as both a supervision tool and in
  quality assurance efforts.

5
Action in Response to Surveys

• DMHA will pay a per diem for non-state government
  staff participating as reviewers.
• DMHA will conduct a protocol review meeting in
  early summer to update the protocols and make
  necessary changes to materials completed by staff
  prior to the review.
• Reviewers will also have the opportunity to give
  input on logistical improvements, including how
  to better connect reviewers during review week
  and assist CMHCs in educating staff in
  preparation for reviews.

6
2007-2008 Reviews

• DMHA will conduct targeted reviews of fewer
  agencies.
• Ten CMHCs will be reviewed across the 5 CSR
  regions.
• Each region will have one CMHC receive a targeted
  review of adult cases and a different CMHC will
  receive a targeted review of youth cases.
• Number of cases reviewed will depend on the size
  of the agency.
• Each review will have a team of both in-state and
  out-of-state reviewers and its own team leader to
  provide supervision over the review process and
  conduct targeted focus groups for the identified
  agency.

7
2008 Reviews Addiction Providers

• DMHA is moving forward with reviews of
  stand-alone addiction providers
• In early summer 2007 the adult and youth
  protocols will be edited for use within addiction
  provider community
• Training for Reviewers in 1st Quarter of 08
• Pilot review in March 2008

8
Technical Assistance

• Those CMHCs who participate this year will be
  offered technical assistance by either the ACT
  Center or the TA Center through CHOICES.
• Technical assistance will be developed based on
  the results of the review and the needs
  identified by the CMHC.

9
Questions?