CQL | The Council on Quality and Leadership

The Gateway To Measuring Quality

Driving last Sunday morning listening to the radio, the spokesperson for a locally-owned air conditioning company was talking about quality. Although I don’t recall the exact words, the conversation was about quality as measured by friendliness. Spokesperson 1 said can you measure friendliness and Spokesperson 2 said, of course we can, and we are the friendliest of all!

CQL RibbonLast week after shopping, the sales person gave me my receipt, circled the website and said I would receive a coupon for my next visit if I completed a survey. Then the salesperson said, of course, "I would really appreciate it if you gave me all 5’s."

And on Thursday while traveling, I wanted to see what good local restaurants there were in the area. I opened up the Yelp App on my phone and found a little café that peaked my interest. I read the reviews and made a decision that it sounded exactly like a place I would enjoy, so I went. The good news is that I did enjoy the experience.

There’s a lot of interest in quality. Businesses use quality to get customers to use their services. They solicit feedback so that they can promote their business by using customer ratings about friendliness and service. And hopefully, to make improvements to their service when there is negative feedback. Customers rely on the experiences of others to make a choice about what businesses to use.Those of us in human services struggle with quality metrics

Those of us in human services struggle with quality metrics. We want to measure those things that demonstrate our accountability, our responsiveness to people and our ability to provide the best services. We want to be able to communicate to the regulatory authorities that we are providing the services that meet or exceed the regulations so we can earn those tax dollars. We want to demonstrate to the members of our community that we deserve their support to improve life in our community. We want to convince the people and supporters of people using our services, that we provide services so they can achieve their personal goals.

We are always looking for ways to demonstrate quality through real data. That is why it is so important to look at whether services are supporting people to have real lives, real homes and real jobs. CQL has two tools that help demonstrate that for states, systems and organizations.

Learn about CQL's 2015 ConferenceThe Personal Outcome Measures® and The CQL POST App explore and identify what’s important to people, while providing a metric for assessing each person’s quality of life. The data can then be used to guide quality improvement efforts, so that limited resources can be directed at what really matters in people’s lives. Personal Outcome Measures® provide data about how supports and services are helping people achieve their own individualized outcomes.

We will be talking about the Personal Outcome Measures® and The CQL POST (Personal Outcome Screening Tool) App at the 2015 CQL Conference in St. Louis, themed ‘Outcomes: The Gateway To Quality.’ Come learn how to collect data that demonstrates your accountability, your responsiveness to people and your ability to provide the best services.


Cathy YadamecThis blog post was authored by Cathy Yadamec, CQL Director of Training and Certification. Cathy will be presenting on the session topic, 'Quality Metrics, Behavioral Health & The CQL POST App,' at the 2015 CQL Conference, 'Outcomes: The Gateway To Quality.' The conference is focused on person-centered approaches to supports and services, and how they can be strengthened through the use of outcomes.

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