Quality Management

Assures that
  • services meet best practice standards,
  • services are delivered according to contract agreements
  • customers are satisfied
MH/IDD works with consumers, providers, and others to monitor quality and to make corrections or improvements when needed. Our quality management work includes tracking and analyzing:
  • complaints
  • quality of care reports
  • incident reports
  • contract performance
  • consumer satisfaction
The Early Intervention, Mental Health, and Intellectual Disability programs focus on different aspects of quality based on the nature of service delivery and of regulations governing each program.

Complaint - a dispute or dissatisfaction with a service or with the policies of a provider funded by MH/IDD. A complaint may be about simple things such as room temperature, or more complex things such as the "fit" between the individual and provider. Registrants may also make complaints about the County Office. In most cases consumers can resolve complaints directly with providers. In the EI and ID programs, the Service Coordinator or Supports Coordinator can help to resolve an issue.

Incident - a potentially hazardous event that affects the health and safety or human rights of a registrant. Incident reporting is especially important for residential settings where individuals are most dependent on safe, healthy, and compassionate practices. Incident reporting is less of a focus in outpatient settings and/or when the registrant lives independently or with family and receives services at home. MH/IDD manages about 75 mental health incidents and 1,270 intellectual disability incidents per year on behalf of more than 2,000 consumers.

Quality of Care Concern (QCC) - concerns about the delivery of service or the operations of a provider that are not complaints or incidents. MH/IDD manages 15 to 20 QCCs per year for MH and EI.