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NQC e-Newsletter |  Your expert guide to resources and technical assistance focusing on improving HIV care.




NQC is once again offering its full complement of face-to-face trainings. Over the years we have trained hundreds of individuals in the practice and principles of quality improvement. Those individuals have gone on to provide training to thousands of individuals and to manage their own quality improvement programs.


These trainings have been professionally developed and have always been well regarded by the attendees. Over time, many of the quality management programs facilitated by our graduates have been recognized both within their organizations but also by the HIV/AIDS Bureau. NQC urges you to enroll in our face-to-face trainings. It will be a rewarding and enriching experience for you and your quality management program will derive great benefits from your participation.




Clemens Steinbock

Director, National Quality Center


> In This Issue

> NQC News | 2014 Training Schedule: Sign Up Now
> NQC News | 2014 Quality of Care Awards: Nominate Quality Champions!
> Quality Corner | Hendry County Health Department: Involving Consumers in Rural Areas
> NQC Offering | in+care Webinar Focuses on Los Angeles County Linkage and Re-Engagement Programs
> Consumer Perspective | Deana Hayes
> Quality Tip of the Month | Resilience
> National TA Call | Resiliency: Making it Through Tough Times

> NQC News | 2014 Training Schedule: Sign Up Now


Make 2014 the year that you build your quality-related skills! NQC is offering three trainings that are designed to meet the needs of the Ryan White community. Take a moment to see if any of these NQC trainings are right for you.


Training of Trainers: March 11-13, Cleveland, OH

The TOT Program is designed for those individuals with a strong experiential background in quality management. Participants learn how to plan engaging and effective workshops. They also gain access to quality improvement experts and peers facing similar challenges. Since the purpose of the TOT Program is to build training skills, participants are asked to lead at least three trainings within 120 days of completing the session. This helps participants reinforce the knowledge they gained at the TOT as well as expanding the opportunities for providers of clinical and non-clinical services to gain quality management knowledge and expertise. Before attending theTOT session, participants are asked to complete pre-work assignments, which include online learning, readings of quality publications, and participation in two conference calls.


Learn more about the TOT and/or to apply |



Training of Quality Leaders: May 6-8, Kansas City, MO

The TQL Program aims to build the individual capacity of quality managers and those who direct quality management programs to effectively lead and facilitate quality improvement activities. Participants will enhance their own expertise in quality management, build the skills needed to guide the development of sound quality management programs and quality improvement projects, and learn group facilitation skills to better address team dynamics. Participants leave the training with the skills for facilitating quality improvement teams, enhanced leadership skills, and access to a network of quality improvement experts.


Learn more about and/or apply to the TQL |


Training on Coaching Basics: June, 9-11, Dallas, TX

The TCB Program focuses on building the quality improvement capacity of quality leaders to coach other HIV providers on quality improvement. It is designed for those individuals who currently work in Ryan White Program-funded grantees, are instrumental in managing existing quality management programs, and are charged in assisting other agencies within their HIV/AIDS network with advancing their quality management programs and quality improvement activities. Participants are expected to complete pre-work activities and months of post-course work. TCB participants must have successfully completed with the Training-of-Trainer or the Training of Quality Leaders Program.


Learn more about and/or apply to the TCB |



Training of Consumers in Quality

The TCQ Program is designed to increase the number of consumers actively participating in local quality management committees or regional quality improvement activities. The program includes extensive pre-work activities and a 2-day face-to-face TCQ session. Participants must a) have the ability and commitment to participate in local and regional quality improvement activities; and b) be associated with, volunteer for, or work with programs funded by the Ryan White Program.


Learn more about the TCQ |

> NQC News | 2014 Quality of Care Awards: Nominate Quality Champions!


Have quality activities made a difference in your organization? Can you document significant improvements in patient outcomes? Is there someone on your staff that has been a quality champion? Wouldn't it be nice to recognize these efforts? Here's your opportunity!


Each year, NQC presents awards to individuals and grantees involved in quality improvement activities. These awards recognize the excellent work being done by Ryan White grantees in putting the principles of quality improvement into practice. Awards are offered in multiple categories.


Award for Performance Measurement - For grantees that have significantly strengthened their ability to measure the quality of HIV care and/or services. Nominees that demonstrate an ability to collect and share data across Parts in their region will be given strong consideration. This Award may be given to an individual grantee or a group of grantees.


Award for Quality Improvement Activities - Recognizes grantees that have conceptualized and carried out a particular project that led to significant improvement in patient care outcomes. In order to qualify for this Award, applicants must provide data showing the improvement and maintenance of high performance rates, as well as a description of efforts made to sustain the improvements. This Award may be given to an individual grantee or a group of grantees working on the same quality improvement project.


Award for Quality Management Infrastructure Development - For organizations that have shown commitment to substantial infrastructural change to effectively support and sustain quality improvement initiatives. This Award may be given to an individual grantee or a network of grantees.


Award for Leadership in Quality - Recognizes individuals who have demonstrated effective leadership and championed quality improvement at a regional or national level. This award is available to an individual who has shown leadership in advancing quality improvement practice within a grantee.


Award for Consumer Involvement in Quality Improvement - This award seeks to recognize a grantee and a consumer as a team. The joint recipients will have shown a deep level of involvement of a consumer in a grantee's quality improvement efforts and the grantee's commitment to training in quality improvement and providing the opportunity for the consumer to become involved in a quality improvement project.


Award for Outstanding in + care Campaign Performance - This is a new award for 2014. NQC wants to recognize the organization or group that showed the most improvement in patient retention and in using their data to develop innovative strategies for keeping their clients in care.


The deadline for submitting nominations is March 31, 2014


For more information on the submission process |

> Quality Corner: Hendry County Health Department: Involving Consumers in Rural Areas 


As a small provider, offering outpatient medical care and case management services to approximately 100 people living with HIV/AIDS in rural, South Florida, the Hendry County Health Department takes a hybrid approach to quality-related activities. The health department receives funding under Parts B and C.


The grantee's Rural Consumer-Centered Quality Group includes members of the medical team (e.g., the medical director, nurses), case managers, administrative staff, and consumers. Consumers were integrated into the Quality Group after the department experienced challenges engaging enough consumers for an effective consumer advisory board (CAB). The stigma related to HIV-prevalent in rural areas-played a role in the demise of the CAB. Some CAB members feared being identified as a person living with HIV. This led to frequent turnover. The involvement of most staff members, as well as consumers, provides the Quality Group insight into almost every facet of the services provided.


"Patients can feel it-that staff are talking to one another," says Arthur Gallagher, a consumer and long-time volunteer with the health department who is a member of the Quality Group. "They feel they are getting more cohesive, comprehensive care and that the whole team is working together to look out for their care."


The Quality Group has addressed a number of care-related issues ranging from vaccination rates to domestic violence. Small changes have resulted in big improvements in care. For example, when reminders were included in medical charts, the rate of women receiving Pap smears increased from 40 percent to over 95 percent.


Another change was to implement a process for better tracking of referrals to specialists to ensure that results are communicated back to the health department. This is especially important since many patients must travel significant distances given the rural nature of the service area. Now, patients can attend their appointments knowing that the care team will have the information needed to move care forward.


The Quality Group is currently working on ways to better use data to drive quality improvement efforts. They are in the process of identifying measurable clinical outcomes and then putting processes in place to pull data from patient charts so that the outcomes can be tracked over time.

> NQC e-Newsletter | Volume 6 | Issue 68 | Feb 14 


Quick Links


> Upcoming Events | February - April

> Upcoming Events | February - April 


Feb. 20  |  National TA Call | Resiliency


Mar. 5  l  |  in+care Campaign Webinar | Los Angeles County Linkage and Re-Engagement Programs: preliminary results and lessons learned


Mar. 20 l National TA Call  l  Framework for Consumer Involvement in QI


Apr. 2  l  in+care data submission due

> NQC Offering | in+care Webinar Focuses on Los Angeles County Linkage and Re-Engagement Programs


Join us on March 5, 1:00 pm ET to learn about the preliminary results and lessons learned from Los Angeles County's linkage and retention efforts. Dr. Amy Wohl will discuss two programs operating in greater Los Angeles-Project Engage and the Navigation Program-that have resulted in improvements to the local HIV care continuum. Participants will learn about strategies they can try within their own networks to similarly improve their local and regional HIV care continuums.


Dial-in Number: 866.394.2346

Participant Code: 397 154 6368 #

Webinar URL: http://www.nqcqualityadacemy.org/incarecampaign

Pre-registration is not necessary.


If you have any questions, comments or concerns you would like addressed during the presentation, please send them to Michael Hager in advance l Michael@NationalQualityCenter.org

> Consumer Perspective | Deana Hayes


Deana Hayes is a very busy woman. As a full-time, paid peer educator in the Infectious Disease Clinic at Truman Medical Centers in Kansas City, Missouri (Part A funding), she works to make a personnel connection with all of the clinic's patients-approximately 800 of them. Joined by three other part-time peer educators, Deana tries to reach out to each patient and provide them the support they need to remain in care and adhere to their medication regimen. On a daily basis, Deana and the other peer educators try to come in contact with each patient as they come in for appointments. This can take the form of a simple "how you doing" or be more intensive, such as a one-on-one consultation focused on adherence issues. The clinicians identify the patients that need more support during appointments and refer them to the peer educators.


"If they are on track with their medications or if their labs are good I just do a quick check-in and tell them they are doing a great job," says Deana. "If they need more support we can spend more time with them."


When not meeting with patients, Deana is working to engage patients in many ways. She makes reminder calls to all patients before their appointments. The clinic has also implemented Peers Keep it Real, an intensive intervention for patients with adherence and retention issues. Peer educators meet with the patient on a weekly basis and the patient is tracked for a year. The intervention is designed to help patients take responsibility for their own health care. The clinic has seen fewer missed appointments as a result of these efforts.


But Deana isn't spending all her time on the phone or talking about adherence. The clinic employs some creative approaches to keep patients engaged. For example, several times a year the clinic hosts Pap Parties, complete with themes like Mardi Gras, Valentine's Day, or a summer picnic. These bring together women patients for refreshments and games. They also receive their Pap smear during the event. Another initiative is Photovoice. Patients take picture that depict what it feels like to take medication. The clinic plans to use the images in future patient education activities.


"It keeps it fun," says Deana. "It is a way of showing that we care."


Deana attended the NQC's Training of Consumers on Quality in spring 2013 and will be using some of the skills she learned as she joins a Statewide Consumer Advisory Group in early 2014.


"The training opened my eyes to all the components of planning and improving care," she says. "It serves as a stepping stone for me doing more in this area."

> Quality Tip of the Month | Resilience - Maintain Your Quality Improvement Focus


Resilience is the ability to adjust to change or hardship. In the last few years there has been plenty of change for Ryan White grantees. Many have seen shrinking budgets combined with increasing caseloads. Implementation of the Affordable Care Act also bringing changes. Quality-related activities can help organizations adjust to change. Just as they are used to look at ways to improve service delivery and patient outcomes, they can explore ways to overcome challenges or re-allocate resources. Involving staff and consumers can bring creative solutions that draw on the strengths of the organization. When challenges seem overwhelming, it can be tempting to cut back on activities that are not directly related to patient care. Taking the time to maintain quality-related activities can lead to solutions and the resolution of challenges.

> National TA Call | Resilience


In today's health care environment, the relentless pace of change can foster resistance, exhaustion, and even a sense of hopelessness. This can lead to demotivation of leaders, providers, patients, and families. And yet, we all know those amazing human beings who appear to not just survive, but thrive in the greatest of difficulties. Often displaying a remarkable energy attributed to a resilient nature or character. This month, NQC is pleased to offer a webinar on this interesting topic of Resilience. Facilitated by Ginna Crowe, RN, Ed.D we will discuss the nature of resilience and explore what we are learning about nurturing resilience - individually and for organizations.


Resilience Objectives:

       * Define resilience
       * Discuss the enigma of resilience
       * List two factors that can foster resilience
       * Identify one action to foster your personal or 

         organizational resilience

This webinar is meant to be as interactive as possible. We will make extensive use of our webinar chat room as well as open discussions. Ginna has prepared a lively, interactive presentation so please be ready to share your ideas and questions.


Please go to the NQC website for the webinar information |

National Quality Center

New York State Department of Health

AIDS Institute

90 Church Street, 13th floor

New York, NY 10007-2919

Phone | 212.417.4730

Fax | 212.417.4684

Email | Info@NationalQualityCenter.org 


Sharing, Training, Consulting.

Improving HIV Care.

> About Us


We provide no-cost, state-of-the-art technical assistance to all Ryan White Program-funded grantees to improve the quality of HIV care nationwide.  


Send questions, comments, or suggestions | Info@NationalQualityCenter.org  


This e-Newsletter is produced by the National Quality Center, a quality improvement initiative funded through a cooperative agreement with the Health Resources and Services Administration (HRSA) HIV/AIDS Bureau. For more information | NationalQualityCenter.org  


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