Presented by Gayle Shank, MBA

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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
Integrating Performance Quality Improvement
Information Technology
Presented by Gayle Shank, MBA
Catholic Charities Archdiocese of Saint Louis
314.367.5500 www.ccstl.org
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
COUNCIL ON ACCREDITATION 8th Edition Standards
PQI 4 ANALYZING AND REPORTING INFORMATION

• PQI 4.02
• The organization aggregates and reviews several
  sources of information to identify patterns and
  trends, including
• quarterly case record review reports
• quarterly review of incidents, accidents, and
  grievances
• customer satisfaction data, usually annually
• customer outcomes data, usually annually and
• management and operations data and reports.

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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
Integrate Simple Information Technology for Case
Record Reviews

• Challenge
• A resource limited agency must collect
  information for a quarterly record review report.
• This involves
• compiling data from multiple records to aggregate
  results,
• performing calculations to yield compliance
  percentages by row item,
• data must be aggregated by location and then
  summarized for the entire agency.

Solution Use EXCEL spreadsheets to collect and
analyze data, which can be flexible to
accommodate other calculations.
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• quarterly case record review reports

Case Record Review Form
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• quarterly case record review reports

Case Record Review Form using EXCEL
TABS
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• quarterly case record review reports

Case Record Review Aggregate Summary Report using
EXCEL
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
Integrate Simple Information Technology for
Customer Satisfaction

• Challenge
• A resource limited agency must capture
  satisfaction data and analyze it efficiently.
  Plus, users who do not share computers may need
  to enter data or extract results from different
  sites.

• Solution
• Invest in an inexpensive web-based system to
  enter and analyze data. The system can be
  accessed from anywhere with internet
  capabilities. There are multiple venders on the
  market offering this capability at inexpensive
  rates.

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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Form Program Specific
Information
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Form Satisfaction Questions
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Analysis Frequency by
Program
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Analysis Frequency by
Program Data Pie Chart
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Analysis Filter
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Results by Filter
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Survey Monkey Survey Results by Filter with
Crosstab
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data

Web-Based Survey Software
Examples Survey Monkey - 200
annually Zoomerang - 150 annually for
NFP StatPac - 420 one time 150 annually for
NFP SPSS - 1,050 per month According to website
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer satisfaction data
• customer outcomes data

Reporting Results using EXCEL
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
Integrate Simple Information Technology for
Customer Outcomes Data

• Challenge
• A resource limited agency must collect
  information on an assessment form used at
  multiple locations throughout an agency. Data
  must be aggregated by location and summarized for
  the agency.

• Solution
• Use an EXCEL spreadsheet to collect data from
  each location,
• Use a summary total tab to compile aggregate
  results,
• Place the spreadsheet on a shared network drive
  so that each location can enter their data.
• More sophisticated client database systems are
  available to collect and report data.

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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer outcomes data

Emergency Assistance Assessment Results by Site
using EXCEL
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer outcomes data

Emergency Assistance Assessment Results Total
using EXCEL
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer outcomes data

Emergency Assistance Assessment Form using Online
Database Software
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• customer outcomes data

Emergency Assistance Assessment Report using
Online Database Sofware

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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s

• management and operations data and reports

Aggregate Outcome Report
CATHOLIC CHARITIES FEDERATION OUTREACH REFUGEE
SERVICES Outcome Result Summary January to
December 2008
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08/10/09
C a t h o l i c C h a r i t i e s A r c h d i
o c e s e o f S a i n t L o u i s
Questions?
Contact Information gshank_at_ccstl.org Phone
314-367-5500 x116 Fax [phone] www.ccstl.org