Quality

This communication is part of CMS’ on-going effort to share information about developments in the field that positively impact the quality of services & supports provided through the Medicaid HCBS program. Participant Experience Survey (PES) – Elderly/Disabled Software arrived with this memo. The software automatically calculates the indicators & generates a report. A link below provides information on how to obtain a copy. This letter is also referred to as HCBS Quality Communication #6.

In Sept. 2003, CMS released the first in a series of communications on home and community-based services (HCBS) quality. The purpose of this seventh in the series of HCBS Quality Communications is to share the most recent status report on the progress CMS has made in implementing the “CMS Future Actions for HCBS Quality in 2003 - Status Updates.” CMS recently provided this status report to the General Accounting Office (GAO), at its request. Letter referred to as HCBS Quality Communication #7.

In Sept 2003, CMS released the first in a series of communications on quality that transmitted a letter from Secretary Thompson to Senator Grassley and Senator Breaux regarding the “CMS Future Actions for HCBS Quality in 2003.” This letter is the most recent correspondence from Secretary Thompson to Senator Grassley and Senator Breaux transmitting a follow up report on the progress CMS has made in implementing. This letter is also referred to as CMS Quality Communication #5.

This letter dated September 11, 2003 is the first in a series of communications on quality in home and community-based services (HCBS). These communications will inform you of current CMS efforts, new technical assistance products, and future CMS activities related to improving HCSBS quality. This letter is also referred to as CMS Quality Communication #1.

“Engaging Advisory Committees to Provide Effective Meaningful Input and Direction”<br>This ADRC-TAE issue brief provides: an overview of developing an effective advisory committee and approaches to engage members, key considerations when forming and facilitating a committee, tips to promote ongoing involvement of a committee, and resources for more information.

Social marketing is a relevant approach that can enhance communications with ADRC’s external audiences. The purpose of this brief is twofold: (1) to familiarize grantees with the principles of social marketing; and (2) to provide a brief overview of the key steps involved in developing and implementing a social marketing campaign.

The purpose of this issue brief is to describe why excellent customer service is important within the context of an Aging and Disability Resource Center (ADRC), to illustrate lessons learned about providing excellent customer service from the private and public sectors, to highlight implications for designing and operating an ADRC that provides excellent customer service, and to recommend steps an ADRC might take to achieve excellence in customer service.

Wisconsin’s Family Care pilot program constitutes a major re-design of the state’s long-term care (LTC) system. Concerns over system fragmentation, institutional bias, and rising expenditures fueled a strong desire in Wisconsin to improve and redesign the system. This paper summarizes the Wisconsin Resource Center (RC) experience as documented in The Lewin Group’s four reports for the Wisconsin Legislative Audit Bureau’s Evaluation of the Family Care Program.

The three documents provided here focus on elements of ADRC research and evaluation. The documents specifically address data sources, minimum data sets, national evaluation design, potential indicators, and a draft ADRC evaluation framework.

There are three customer satisfaction surveys from the Pennslyvania Community Choice program included here. There are two surveys for consumers found to be eligible for HCBS services: one for those who enrolled and one for those who did not. The third survey was intended for consumers who were found to be ineligible for HCBS services.