Quality assurance of brokered services.
Case management programs that contract for client services act, in effect, as brokers of these services. Senior Care Network (SCN), a hospital-based, comprehensive, long term care program that includes a case management component, developed a quality assurance (QA) program to ensure the quality of its brokered services. At SCN, quality is controlled through a rigorous, systematic vendor selection process for service vendors and through vendor performance monitoring. Specific monitoring methods include incident reporting, quarterly meetings with vendors, client home visits, site visits to vendor offices, and annual vendor performance evaluations. Extensive external review requirements may eventually be added to the QA program to make it even more comprehensive.
D000368:Aged; D000369:Aged, 80 and over; D002140:California; D003695:Delivery of Health Care / Q000592:standards*; D006299:Health Services for the Aged / Q000592:standards*; D006746:Hospital Bed Capacity, 500 and over; D006801:Humans; D008134:Long-Term Care / Q000592:standards*; D008329:Managed Care Programs / Q000592:standards*; D011785:Quality Assurance, Health Care / Q000458:organization & administration*