Quality First Collaborative
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QUALITY FIRST COLLABORATIVE (QFC), established by Vision for EQuality, Inc., is modeled after the Embreeville Consumer/Family Satisfaction Teams' philosophy of supporting people individually where they live and assessing the quality of their "everyday lives". The QFC concept was established to raise the "voice of the customer", while providing valuable feedback to providers of services related to quality assurance best practices. QFC was first piloted in the Berks County, PA. area with Spectrum Community Services in 2008.

QUALITY FIRST COLLABORATIVE Teams are comprised of caregivers of people with disabilities trained and oriented in the area of Quality Management and Customer Satisfaction. QFC Teams interview individuals in the service delivery system assessing their level of satisfaction and the quality of the services they receive. QFC has adapted a five step approach to quality:

1. Conduct informal interviews to capture the customer's perspective of
   services received.
2. Construct a narrative of information collected.
3. Deliver narrative reports to the individual, their family, service providers and
   support teams.
4. Develop aggregate reports to identify trends, barriers and successes.
5. Management consultation to review results and offer recommendations to assist in the development of quality assurance best practices.
   

More and more providers are beginning to adopt this successful conflict-free model as a way to independently measure their services and to pro-actively apply the results to their Quality Enhancement Plans. QFC is seeking to expand this innovative service offer to Providers across Pennsylvania and the Tri-State area.

Contact Sheila McLeod, QFC Manager, 267-773-5290 or
smcleod@visionforequality.org to obtain additional information about our project.

Information regarding fees for this service is available upon request.