AACO's Client Services Unit (CSU) Update
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Transcript of AACO's Client Services Unit (CSU) Update
![Page 1: AACO's Client Services Unit (CSU) Update](https://reader031.fdocuments.us/reader031/viewer/2022022202/587e9e721a28ab2a4a8b505b/html5/thumbnails/1.jpg)
Philadelphia Department of Public Health
AIDS Activities Coordinating Office Planning Council Meeting May 9, 2013
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Client Services Unit(CSU)
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CSU Mission Help HIV infected and at-risk
individuals understand their needs and make informed decisions about possible solutions
Advocate on behalf of those who need special support
Reinforce clients’ capacity for self-reliance and self-determination through ◦education ◦collaborative planning ◦problem solving
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CSU Responsibilities
Intake services to HIV positive individuals requesting case management services
Information and referral services for all other AACO funded programs
Process individuals’ requests for subsidized housing
Feedback about funded providersLocal Case Management
Coordination Project
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CSU Information Health Information Helpline is open 8 a.m. to 6
p.m. Monday through Friday 1-800/215-985-2437
Staffing: ◦ 1 Manager ◦ 1SW Supervisor◦ 1Housing Supervisor◦ 4 City Social Workers ◦ 2 Housing Staff ◦ 1 Data Specialist◦ 1 Training Coordinator
Staff speak Spanish◦ Other languages available through PDPH
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CSU Waiting List186 people as of 5/7/13Followed by CSU Intake Workers
◦ Emergency ◦ Urgent
Emergencies and other priority populations are immediately referred to MCM providers ◦ SCI Clients
CSU workers facilitate HIV medical appointments for all clients reporting no HIV medical care in last three months
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Intake Data
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MCM Intakes
Calendar year Intakes2007 18732008 20922009 23562010 23102011 20872012 2038
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2012 Intake Demographics
11.5%
18.4%
69.4%
0.6%0.1%0.5%3.1% 0.2%
Client Race
Hisp/LatinoWhiteBlackAsianHawaiianNative AmerOtherUnknown
66.5%
32.2%
1.3%
Client Gender
malefemaletrans. M->F
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2012 Intake Demographics
30.0%
13.3%46.6%
1.1%
3.3%
1.6%
13.7%
Risk factor/Mode of trans-mission
MSMIDUHeteroBloodPerinatalOtherUnknown
6.3%15.8%
40.2%7.2%
27.0%2.3% 0.7%
Insurance type
PrivateMedicareMedicaidOther publicNo insuranceOtherUnknown
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Calendar Year 2012: Client needs at intake (N=2038)
All Clients
Latino MSM
Afr. Amer. MSM
Youth 13-24
Newly Diagnosed
(w/in 1 year of intake)
Number of intakes 2038 182 280 150 239
Percent of total intakes 100.0% 8.9% 13.7% 7.4% 11.7%
Service Category
Benefit Assistance 59.0% 71.4% 50.0% 54.7% 55.6%
Housing Assistance 51.7% 41.2% 56.1% 41.3% 34.3%
Transportation Assistance 31.2% 20.3% 32.5% 24.7% 34.3%
Mental Health Treatment 29.1% 22.5% 30.0% 28.0% 32.2%
Medical Insurance 27.6% 37.9% 26.1% 40.7% 38.1%
Medical Care 23.1% 37.9% 14.6% 48.7% 40.6%
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Calendar Year 2012: Client needs at intake (N=2038)
All Clients
Latino MSM
Afr. Amer. MSM
Youth 13-24
Newly Diagnosed(w/in 1 year of intake)
Number of intakes 2038 182 280 150 239Percent of total intakes 100.0% 8.9% 13.7% 7.4% 11.7%
Service Category Medications 20.3% 37.9% 12.5% 30.0% 28.9%Rental Assistance 17.6% 29.7% 11.8% 11.3% 9.6%Food Bank/Home Delivered Meals 17.2% 8.8% 21.4% 8.7% 13.0%
Support Groups 14.4% 13.2% 13.9% 17.3% 16.3%Dental Care 11.0% 17.0% 11.4% 28.0% 23.4%HIV Education/Risk Reduction 10.4% 22.0% 7.5% 33.3% 41.0%
Substance Abuse 8.5% 6.0% 5.7% 2.0% 6.3%
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Housing Services Program
(HSP)
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HSP FundingThe AACO Housing Services
Program (HSP) is 100% funded by the Philadelphia Office of Housing & Community Development (OHCD)
The HSP receives $0 from Ryan White funds◦RW funding can not be used to
provide permanent housing◦Federal and State funding for
housing continues to decline
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What is HSPCentralized intake for applicants
seeking permanent rental assistance (subsidized housing)
The main referral source for housing sponsors providing Housing Opportunities for People With AIDS (HOPWA) or HIV/AIDS Shelter Plus Care (S+C) housing
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What HSP DoesProcess and evaluate individual
applications for housingMaintain the waiting list Provide training to southeastern
PA service providersProvide ongoing TA to providersAll services at no costDo not provide emergency
housing
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HSP Scope8 housing sponsors663 housing slots out of 1015
slots ◦522 HOPWA◦131 S+C
89% tenant based11% project based
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Waiting List290 applicants on the waiting list as of 5/7/13 ◦Priority 1- 9 months wait time (includes homeless individuals)
◦Priority 2- 4 year wait time◦Priority 3- 5 year wait time
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Quality Management in the EMA
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What is Quality ManagementThe QM process includes:
◦Quality assurance ◦Outcomes monitoring and evaluation ◦Continuous quality improvement
The goal is to use high quality data to continually improve access to high quality clinical HIV care
It’s about knowing if clients are clinically better off today than yesterday, and making improvements for the HIV care system to be better tomorrow
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The AACO Quality Improvement (QI) Process Collect and monitor data to assess
client outcomes◦Local and HAB performance
measures◦Other available data
Use data to improve client outcomes ◦Ongoing feedback to providers
Benchmarking Trends
◦QIPs◦Regional QI Meetings◦Individual TA
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Outcome Monitoring in the EMAPerformance MeasuresSystem Measures
◦Appointment Availability Disparities in Care
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Medical Measures27 measures for medical
(O/AMC) services9 MCM measures5 oral health measuresMeasures for all other
servicesMental Health Substance Abuse
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O/AMC Performance in the EMA
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Medical Case Management (MCM) Measures Retention in MCM services Linkage to HIV medical care Mental Health History and Treatment
Status Substance Abuse History and
Treatment Secondary Risk Assessment Medication Assessment and
Counseling Care Plan Medical Visits Unmet need
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Performance measures 2008 2009 2010 2011 2012 (1/1-
9/30)Retention in MCM (< or = 10 weeks after intake) 76% 81% 80% 78% 82%
Retention in HIV medical care for clients getting MCM
87% 92% 95% 97% 96%
MCM Performance Measures
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EMA’s Baseline Performance for MCM
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Oral Health Care Performance Measures
CY 2011 Dental and medical history
95% Dental treatment plan 91% Oral health education 66%
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Monitoring and FeedbackStrong emphasis on feedbackQuickly highlights trends, strengths
and needsData visualization is critical in getting
attention of program leadershipBenchmarking contextualizes data
and can capitalize on competitiveness of providers
Assists in prioritizing QIPs
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Performance Feedback Reports
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Performance Feedback Reports
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Quality Improvement Projects• Expanded to all core services in 2012• Grantee provides feedback to
providers on all plans and requires revisions as needed
• In 2012, 168 QIPs were collected and reviewed
EMA has defined key measures and set automatic thresholds for QIPs
Programs may still select other measures for improvement in addition to any required QIPs
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Criteria For Evaluating Quality Improvement ProjectsFocus on systems and processesAre data-drivenUtilize a sound QI process (e.g. FOCUS
PDSA)Investment by program leadershipIncorporation of consumers in the QI
processProduces desired improvements
◦ ISU analysis demonstrates that QIPs work
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Consumers and CQIPDPH emphasizes consumers in the QI
process◦Consumers on QI teams or
committees◦Obtain input from Consumer
Advisory Boards during key stages of a QI process
◦Consumer focus groups◦Client surveys to obtain client input
relating to causes for low performance or proposed action steps
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Questions or Comments