Module 16 Quality Improvement

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Module 16Quality Improvement LGBT Clients

• A Providers Introduction to Substance Abuse for
  Lesbian, Gay, Bisexual, and Transgender
  Individuals
• First Edition

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Quality Improvement and LGBT Clients

• Learning Objectives
• Know specific questions that help define quality
  in providing treatment to LGBT clients
• Understand how leaders monitor and assess efforts
  to improve quality

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LGBT Affirmative Services Quality Checklist

• Leadership
• Human Resources
• Patient Rights and Organizational Ethics
• Education of Patients and Families
• Assessment of Patients
• Care of Patients and Continuum of Care
• Management of Information
• Performance Improvement

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Tools for Monitoring Progress

• Collecting Baseline Data
• Measure performance against baseline data.
• Add appropriate data fields for sexual behavior
  identity and information about significant
  same-sex relationships
• Confidentiality should always be of concern.

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Tools for Monitoring Progress

• Client feedback
• Client satisfaction surveys
• Guest client
• Exit interviews and patient satisfaction
  interviews
• Focus groups
• Examination of service utilization

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Tools for Monitoring Progress

• Evaluate specific outcome measures such as
• Number of LGBT clients abstaining from substance
  use
• Number of LGBT clients relapsing
• Number of LGBT clients readmitted.
• Compare outcomes
• Compare outcome data
• Compare agency outcomes

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Case Example XYZ Hospital

• 1. How did XYZ Hospital assess the LGBT
  communitys need for services?2. What tools
  did XYZ Hospital use for monitoring client
  progress?3. How could your agency more
  effectively expand and evaluate services for
  LGBT clients ?

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