UCAN recognizes the importance of providing consistently high quality services to improve the lives of its clients, and has integrated a Performance & Quality Improvement system throughout the agency to assure that the highest degree of excellence exists. UCAN also believes that every client is entitled to optimum care and respect, and that every employee is obliged to contribute maximally toward the achievement of that status.
UCAN believes in adopting the best available practices in providing services to children and families. We are accessible to and inclusive of each client, employee and concerned community person so they have the opportunity to influence the practices and services of the agency. By measuring what we do, trends or patterns of behavior are efficiently identified, deficiencies corrected and opportunities to improve service are acted upon. The means of ensuring quality service levels includes:
- Consistent and regular collection of client information through appropriate and professional documentation
- Collection of stakeholder and client feedback to determine satisfaction levels
- A comprehensive annual training schedule structured to meet all regulatory training requirements and to develop new skills
- Shared knowledge and learning
- Accurate and timely dissemination of programmatic and quality improvement information to support decision making
- A budgeting process incorporating the short and long term information gained
All quality improvement and program evaluation activities including data collection and analysis, reporting, research, utilization reviews, monitoring and outcome evaluations take place in accordance with UCAN's Confidentiality Policy, Code of Ethics and Policy on Client Rights. They will also be conducted in a manner that safeguards the confidentiality of protected health information in accordance with the Health Insurance Portability and Accountability Act (HIPAA). Agency procedures regarding access to and use of confidential materials apply to all quality improvement activities.