Personal Experience Survey PES Michigan Model

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Personal Experience Survey (PES) Michigan Model

• Measuring the Quality of Services in the MIChoice
  Waiver Program

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PES not PEZ
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What is the PES?

• Created under a CMS contract by MetStat
• Defines Quality as services and supports
  delivered as written in the participants care
  plan.
• Does not define Quality from participants
  wants and desires.

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PES Components

• 4 Domains
• Access to Care
• Choice and Control
• Respect and Dignity
• Community Integration
• 66 Standard Questions
• Additional six Michigan questions

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Michigan Model

• Consumers hired to collect data
• First round collections at 5 sites
• Second round collection at 3 of 5 sites
• Telephone interview follow-up

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Interviewer Training Support

• Consumers identified by host site
• MDRC provided one day on site training
• PES User Guide assists in training
• Support provided by MDRC local site
• MDRC managed reimbursement
• Interviewers as contract employees

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Interviewer demographics

• 3-6 consumers hired at each site
• Seniors and People with Disabilities
• Collectively targeted 40 interviews per site (199
  interviews in aggregate)
• Paid 20/hr. plus travel expense
• At two sites consumers did data input
• 3 sites MDRC did data input

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Quality Indicators Selected DataFirst Round
Interviews

• Access to Care
• Bathing
• Toileting
• Groceries
• Respect and Dignity
• Staff Listening
• Choice and Control
• Choice of Staff
• Community Involvement
• Community integration

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Bathing Questions

• Is there any special help that you need to take a
  bath or shower?
• Needs Help from Another person
• Does not need help from another person
• Unclear response
• No response
• Do you ever go without a bath or shower when you
  need one?
• Is this because there is no one there to help you?

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Bathing
Positive
148 respondents
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Toileting Questions

• Is there any special help that you need to get to
  or use the bathroom?
• Are you ever unable to get to or use the bathroom
  when you need to?
• Yes
• No
• Unsure
• Unclear
• No response
• Is this because there is no one there to help you?

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Toileting
57 Respondents
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Grocery Questions

• Is there any special help that you need to get
  groceries?
• Are you sometimes unable to get groceries when
  you need them?
• Is this because there is no one there to help
  you?
• yes
• No
• Unsure
• Unclear
• No Response

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Groceries
184 Respondents
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Questions Respect of Staff

• Do the people paid to help you treat you
  respectfully in your home?
• Yes
• No
• Sometimes
• Unsure
• Unclear Response
• No Response
• No staff in home

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Respect of Staff
198 respondents
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Question, Choice of Staff

• Do you help pick the people who are paid to help
  you?
• Yes
• No
• Unsure
• Unclear Response
• No Response
• No personal care staff

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Choice of Staff
126 respondents
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Community Integration/Inclusion

• Is there anything you want to do outside your
  home that you dont do now?
• Yes
• No
• Unsure
• Unclear Response
• No Response
• What would you like to do? What do you need to
  make this happen?

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Community Involvement
199 respondents
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Compare Sites Community Involvement
199 respondents
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Out of Home Activities

• Church
• Volunteer
• Cultural Activities
• Get Outside
• Shopping
• Senior Center
• Exercise
• Library
• Fishing

• Visit Friends Family
• Garden
• Visit the sick
• Sports
• Make Happen
• Accessibility
• Transportation
• Companionship
• Money

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Employment Questions

• (If respondent is under 65 ask question)
• Are you working right now?
• (Yes, No, Unsure, Unclear Response, No Response)
• What kind of work do you do?
• Did you help pick the job you have now?
• Do you like your job?
• Do you want to work?

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Demand for Employment
47 respondents
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Comparison of Indicators
201 respondents
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Second Round

• Collected 6 to 12 months after first round
  collection
• Will be completed at the end of March.

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Recommendations - Data Use

• Individual sites Review data with Care Managers
  and with Provider Agencies
• Work in partnership for improvement
• Agree upon 2-3 Indicators to improve
• Discuss in Quality Collaborative improvement
  methods for identified indicators
• Create impact plan
• Share learning with collaborative

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Managing Data

• Limited to measuring quality of services from
  consumer point of view
• Good design of questions Simple language,
  Simple questions
• No ability to adjust the language
• Easy to manage the data input
• Difficult to uniquely manipulate the data
• Can add questions but not put them into the data
  base.

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Costs First Round

• 199 interviews (aggregate)
• Average 78/interview
• Hourly 14,078.49
• Mileage 1,711.60
• Accommodation 397.61
• Data input 750.00
• Other costs training, internal supervision of
  interviewers, data input.

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Consumer Interviewer Site Costs
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Quality of Interviewers

• Telephone Survey of 12 of people who had been
  interviewed twice
• Results
• 100 felt respected and fully open to consumer
  interviewers
• Only 1 of 27 indicated a preference for a waiver
  agency employee
• 3 of 27 people would not participate again

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Cost Recommendations

• Keep total costs to average 30/interview
• 25 per interview
• Continue to pay travel expense
• Pay 10/hr for data entry, or data entry in
  organization.
• Build competent cadre of interviewers at local
  site (over time less supervision needs)

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Quality Recommendations

• Use PES in local quality plans
• Use consumer interviewers
• Sites nurture cadre of seasoned interviewers
• Statewide training program (at MDRC or elsewhere)
• Maintain third party data collection
• Sites integrate quality improvement system for
  interviewers

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For more information contact

• David Youngs
• DYNS Services, Inc.
• 517-927-7255
• 303-200-8392 (fax)
• 941-744-5732
• www.dynsinc.com

Carolyn Lejuste MDRC 517-333-2477 ext.
21 517-333-2677 (fax) clejuste_at_gmail.com
This initiative was funded by a CMS grant
to the
Michigan Department of Community Health,
and implemented
by Michigan Disability Rights Coalition (MDRC).