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Quality Improvement Policy


To promote a culture of quality improvement within Helping Hands that includes an organization-wide management and staff philosophy of continuous quality improvement (QI) in program and service delivery.


Helping Hands will objectively, systematically, and continuously assess, assure, monitor, evaluate, and improve the quality of processes, activities, programs, services, and products provided to all Helping Hands clients. This requires establishing agency-wide and/or specific program goals, objectives, and measures (performance indicators) and includes training staff in QI methods and tools. To execute this policy, Helping Hands will establish and implement an agency-wide QI Plan and QI committee. Components of the plan will include, but not be limited to:

  1. Designation of a Quality Improvement Officer and/or a QI Committee
  2. Roles and responsibilities of the board, directors, coordinators, QI officer, and staff
  3. Quality improvement activities, projects, measures, resources, and timelines
  4. Methods to evaluate processes, programs, and services to identify opportunities for improvement
  5. Provisions for the use of client satisfaction data and feedback
  6. Use of the Plan-Do-Study-Act or other recognized QI method to address evaluation results and client recommendations
  7. Methods to mobilize both data and team knowledge to improve decision making
  8. Provisions for training staff in QI methods

All staff, management, and the Board is responsible for being aware of, implementing, and maintaining the quality system as appropriate to their role and responsibilities. At the end of the fiscal year in which the plan is implemented and each year thereafter, Helping Hands leadership/management team will review the quality improvement activities conducted during the year, including the targeted process/program outcomes, the performance indicators (measures) utilized, the findings, data aggregation, assessment, and the QI initiatives taken in response to the findings.


Quality: Quality is the degree to which policies, programs, services, and products for the population increase desired outcomes and conditions for our clients.

Quality Assurance (QA): Assurance of quality is the planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled. Quality Assurance may also be defined as a retrospective review of processes, programs and services. It provides for the systematic monitoring and evaluation of the various aspects of a project or service to ensure that standards of quality are being met. QA is frequently used to guarantee quality.

Quality Improvement (QI): Use of a deliberate and defined improvement process, such as Plan-Do-Study-Act, which is focused on activities that are responsive to community needs and improving client satisfaction. It refers to a continuous and ongoing effort to achieve measurable improvements in the efficiency, effectiveness, performance, accountability, outcomes, and other indicators of quality in services or processes which achieve equity and improvement of our services and products.

Plan-Do-Study-Act: The Plan-Do-Study-Act (PDSA) method is a way to test a change that is implemented. Going through the prescribed four steps guides the thinking process into breaking down the task into steps and then evaluating the outcome, improving on it, and testing again.

Decision Tree: A decision tree is a graphical representation of specific decision situations that are used when complex branching occurs in a structured decision process. A decision tree is a predictive model based on a branching series of Boolean tests that use specific facts to make more generalized conclusions.

The main components of a decision tree involve decision points represented by nodes, actions, and specific choices from a decision point. Each rule within a decision tree is represented by tracing a series of paths from root to node to the next node and so on until an action is reached.

Call Log: The call log is used for the collection, evaluation, and reporting of statistical data about telephone calls. The goal of the call logging is to interpret the raw data to produce summarizing reports.

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