Home > About Hope Network > Quality Standards > Annual Quality Review of Members

Annual Quality Review of Members

Each review examines a representative sample of the individual/service plans at the program being reviewed to assure that the consumers are receiving appropriate services. Reviews occur on two levels; through the corporate Annual Quality Review of Members (AQR) process and by the various Affiliates and/or program. The AQR consists of examining six areas:

1. outcomes,
2. environment quality,
3. access,
4. quality of services,
5. organizational culture and,
6. organizational capacity.

Each category is broken out further into at least three areas. The process has been highly systematized and designed to meet CARF and other regulatory standards and best practices. The system includes more than 40 checklists and questionnaires; consumer, staff and customers are interviewed; each category and area is scored and recorded on a "report card"; the scores are compared and benchmarked across Hope Network and Affiliates; the findings and recommendations are documented in a summary report; and an improvement plan is developed from the summary report within 30 days. Follow-up is conducted to assure that the improvement plan has been adequately carried out. The AQR is conducted by individuals from throughout Hope Network and Affiliates, and is coordinated by the corporate Director of Quality. More than 25 individuals participate in the review process. Most often, these individuals are in professional positions and many have responsibilities in the quality improvement area at the Affiliate level. In addition to the corporate AQR, each Affiliate conducts at least two quality reviews annually of all program areas. Although the core elements remain constant, the content of the reviews varies according to meet the specific needs and requirements of the programs.