Multidimensional Approaches to Quality Measurement and Performance Improvement in the Ideal Crisis System - 07/08/24

Doi : 10.1016/j.psc.2024.04.002

Ken Hopper, MD, MBA ^a, Angela Pinheiro, MD, JD ^b, Sosunmolu Shoyinka, MD, MBA ^c,^d, Joe Parks, MD ^e, Kenneth Minkoff, MD ^f, Billina Shaw, MD, MPH ^g, Matthew L. Goldman, MD, MS ^h, Margaret E. Balfour, MD, PhD ^i,^j,^⁎
^a Alice L. Walton School of Medicine, 1110 Northeast Fillmore Street, Bentonville, AR 72712, USA
^b National Council for Mental Wellbeing, 3676 Fairhills Drive, Okemos, MI 48864, USA
^c Centia Health PLLC, 36 East Front Street, Media, PA 19063, USA
^d University of Pennsylvania Perelman School of Medicine, Philadelphia, PA, USA
^e National Council for Mental Wellbeing, 1400 K Street Northwest Suite 400, Washington, DC 20005, USA
^f Zia Partners, Inc, 15270 North Oracle Road, Suite 124-308, Catalina, AZ 85739, USA
^g Center for Mental Health Services, Substance Abuse and Mental Health Services Administration, 5600 Fishers Lane, Rockville, MD 20857, USA
^h Department of Psychiatry and Behavioral Sciences, University of Washington, King County Department of Community and Human Resources, 401 5th Avenue, Seattle, WA 98104, USA
ⁱ Connections Health Solutions, 2802 East District Street, Tucson, AZ 85714, USA
^j Deparment of Psychiatry, University of Arizona College of Medicine, Tucson, AZ, USA

^∗Corresponding author.

Résumé

This work expands on the National Council for Mental Wellbeing whitepaper Quality Measurement in Crisis Services. The authors present 2 approaches to measure development: The first maps flow through the crisis continuum and defines metrics for each step of the process. The second uses the mnemonic ACCESS TO HELP to define system values, from the perspective of various stakeholders, with corresponding metrics. The article also includes case examples and discusses how metrics can align multiple components of a crisis system toward common goals, strategies for using metrics to drive quality improvement initiatives, and the complexities of measuring and interpreting data.

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Keywords : Quality improvement, Mental health services, Crisis intervention, Emergency psychiatric services, Healthcare quality indicators, Hotlines

Plan

Key points

Introduction

A balanced perspective

Quality metrics within the total system of healthcare

Frameworks and perspectives in crisis metrics

Types of Measures

A Process-Based Framework for Crisis Metrics

Post-Discharge Services

A Person-Centered Framework for Crisis Metrics

Quality Measurement as a Catalyst for System Improvement and Transformation

First, Find the “Why”

Systemwide Approaches to Performance Improvement

The Complexity of Ecosystem-Wide Measurement

Summary

Clinics care points

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Vol 47 - N° 3

P. 457-472 - septembre 2024 Retour au numéro

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Multidimensional Approaches to Quality Measurement and Performance Improvement in the Ideal Crisis System - 07/08/24

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