Embracing Quality

PerformCare's Quality Improvement (QI) Program has been designed to systematically monitor and evaluate the quality of clinical care and service delivery by PerformCare staff and service providers. We utilize nationally-recognized benchmarks to measure how we are doing and how we can improve. Through our QI Program, we:

• Ensure service excellence for the Member Engagement, Clinical Coordination, and Service Desk departments through telephone monitoring audits and family satisfaction surveys. This guides PerformCare's quality improvement and training activities.
• Conduct satisfaction surveys soliciting feedback regarding PerformCare's commitment in order to develop an effective working relationship with the Division of Child Protection and Permanency (DCP&P) on behalf of children, youth, and young adults in the Child Welfare System.
• Measure performance of the Service Level Agreements for all customer service work orders submitted to PerformCare.
• Monitor and assess the effectiveness of Utilization Management processes related to the level of care determination and appropriateness of services.
• Review, trend, and facilitate resolutions for complaints and quality of care concerns about the System of Care.