Packet for Stakeholders
Behavioral Health, Ltd.
Canton, OH 44718
Cuyahoga Falls, OH 44221
213 Market Avenue
North, Suite 200
Canton, OH 44702
Robin Tener, Ph.D.
Manager: Lorie Wright
Board: Robin Tener, Ph.D. (Board Chair)
Donna Neff, Ph.D.
Liaisons: Robin Tener, Ph.D., Director
Lorie Wright, Business Manager
Intake Specialist, Dressler Office
Carol Kaman, Intake/Front Desk Specialist, Cuyahoga Falls Office
Billing Specialist, Dressler Office
Deb Kramer, Billing Specialist, Dressler Office
its stakeholders as anyone that has an interest in our
success. In addition to the NEOBH Staff and Advisory Board, NEOBH
clients, their guardians, client advocates and public agencies whose
clients utilize our services are important stakeholders. Entities
that fund services provided by NEOBH are additional stakeholders that
have a strong investment in the quality of the work we perform.
Performance and Quality Improvement (PQI)?
is a process
of close examination of policies, processes and procedures that
results in targeted plans for the improvement of all aspects of our
agency’s operations. PQI involves the input and the
responsibility of staff throughout NEOBH toward the goal of achieving
the highest standards of performance and the most effective outcomes
for clients who receive services at NEOBH. PQI also includes input
from stakeholders that experience NEOBH “from the outside”
can thus provide us with valuable perspectives. Stakeholder input is
derived from surveys, individual and agency feedback, and staff
identification of problems that impact quality indicators such as the
accessibility and availability of care for a population referred by a
particular agency, such as the Family or Juvenile Court, or Child
Role of Performance and Quality Improvement at NEOBH?
excellence and quality within the organization. It includes input by
personnel throughout the organization, as well as stakeholders within
the community. PQI continuously monitors and evaluates the
appropriateness and quality of client care and supports strategic
priorities and goals identified by the organization. Within the
scope of PQI projects, NEOBH is able to evaluate the effectiveness
and efficiency of services provided, and can identifies problems,
provide positive feedback, and initiate corrective actions, when
needed. PQI also promotes opportunities for improving client care
and the entire service delivery system, including the Outcomes of
services delivered to our clients by identifying trends and gaps in
the service delivery system. With the help of Action Plans developed
within the PQI process, NEOBH can correct deficiencies and make our
organization stronger and more efficient.
What Does NEOBH
uses PQI to address
components of its long-term strategic goals, such as the integration
of Best Practices, the improvement of clinical outcomes, and the
provision of care to under-served and/or specialized populations.
Continued financial solvency, and improvement in client and
stakeholder satisfaction are additional goals to which the PQI
process is applied. Management operations at NEOBH are also subject
to PQI procedures, within areas such as risk management and the
expansion of service delivery.
PQI Process at
conducts a variety
of reviews and Performance Improvement projects that impact client
service areas and overall agency operations. These reviews include:
Record Reviews/Medical Necessity Monitoring
Incident/Major Unusual Incident Reports
and Program Outcomes
Training and Supervision
derived from these
reviews results in the creation of PQI Projects that include
assigned responsibilities for Action Steps, expected dates of
completion and concrete evidence that action has occurred.
review of Case
Records is a powerful tool that provides NEOBH with data
regarding the quality of its service delivery, including
accessibility, availability, efficiency, continuity, safety,
timeliness and respectfulness
is the Role
and Composition of the PQI Committee?
PQI Committee is
composed of experienced NEOBH staff members. The PQI Officer is
carefully selected for his/her expertise in the execution of special
duties related to Chart Review, Performance Improvement planning, and
Outcomes projects. Members of the Support Staff are enlisted toward
the execution of projects within their areas of function. Members of
the PQI Committee assist with the review of program areas and the
creation of Action Plans to address identified problems. Committee
members additionally monitor the input of NEOBH stakeholders.
Does the PQI
Process Lead to Change at NEOBH?
its PQI process,
NEOBH identifies problems, collects the data necessary to define the
scope of the problem, and creates Action Steps. As Action Steps are
implemented, NEOBH often continues to refine the process of change
with additional steps, as well as monitor the effectiveness of change
toward the achievement of the desired outcome.