Promoting Success

A Getting To Outcomes® Guide to Implementing Continuous Quality Improvement for Community Service Organizations

by Sarah B. Hunter, Pat Ebener, Matthew Chinman, Allison J. Ober, Christina Y. Huang

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Continuous quality improvement (CQI) is a performance improvement process that prescribes planned, formal, systematic, and ongoing changes to improve program delivery and outcomes. This guide offers practical steps for conducting CQI in community service organizations (CSOs). It was created in collaboration with a CSO addressing substance use with additional input from a number of other CSOs that provide different types of services, and it provides tools that are of specific relevance to CSOs, such as for addressing outreach and referrals, admissions, service delivery, and outcomes aspects of a CSO program. The CQI process detailed in this guide is based on a broader program management tool called Getting To Outcomes® (GTO). GTO is designed to help practitioners better plan, implement, evaluate, improve, and sustain programs.

Table of Contents

  • Chapter One

    Introduction: Why Use This Guide?

  • Chapter Two

    What Is CQI?

  • Chapter Three

    CQI Step 1: Preparing to Conduct CQI

  • Chapter Four

    CQI Step 2: Plan: Gather Data to Inform CQI Efforts

  • Chapter Five

    CQI Step 3: Plan: Identifying a CQI Action

  • Chapter Six

    CQI Step 4: Do and Study: Launching and Studying CQI's Effects on Impacts

  • Chapter Seven

    Step 5: Act: Taking Next Steps in CQI

  • Appendix A

    Getting to Outcomes® (GTO)

  • Appendix B

    CQI Worksheets

  • Appendix C

    How to Set Up a CQI Workshop

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