System of Excellence

System of Excellence

Working to continually improve Network agency services, VCP is developing a System of Excellence modeled after the National Council’s Centers of Excellence.

The VCP “System of Excellence” is a vision of the VCP Network that guides each 16 Network Agencies in becoming a Center of Excellence and known to the entire community as,

“…a great place to get care and a great place to work. It is an organization or program within an organization that is an integral part of the health neighborhood — providing rapid access…. high value, comprehensive, whole person care supporting resiliency, recovery, and results in excellent outcomes, and high client satisfaction.”

The VCP Network is composed of 16 agencies charged with serving nearly 50,000 individuals across the state with services tailored to address the unique needs of communities. Our work toward a System of Excellence is funded through VCN by a HHS HRSA Rural Health Policy Network Development Grant. This includes agreeing on standards and measures and identifying strategies for continuous quality improvement across all services. The VCP Boards of Directors have identified the Centers of Excellence as defined by the National Council (http://www.thenationalcouncil.org/) as the framework for this initiative.

While some of our agencies maintain national accreditation such as CARF or NCQA, the VCP Network is planning to develop an internal “accreditation” to focus on network–wide outcomes for reporting and to inform quality improvement efforts.

We are working collaboratively with the Jeffords Institute for Quality at the University of Vermont Medical Center to develop this accreditation process.  Development of the COE framework, standards, definitions, and outcome measures, will enable us to utilize the data to assess our network and to help agencies identify targeted areas for quality improvement. We believe this process will greatly improve network services, individual outcomes, and population health outcomes as well improve our ability to become a thriving network for communities throughout Vermont.  We believe the development of a quality improvement method organized around the Centers of Excellence will provide a framework that is most meaningful to our network agencies and the communities they serve.

Following is a list of the 5 core tenants of a VCP Network Center of Excellence with examples of our Network’s effectiveness.

World Class Customer Service Built on a Culture of Staff and Client Engagement and Wellness

  • In FY16, 99.5% of 1,093 inquiries for Developmental Services were responded to inquiries for services within 48 hours.
  • 100% of our crisis services are available to any individual regardless of diagnosis, client status, or type of insurance
  • 94% of clients responded that our staff treat them with respect.

Excellent Outcomes

  • Our clients are hospitalized and readmitted less than the national average.
  • 52% of clients supported by Community Rehabilitation and Services who received 6 or more employment services are employed.
  • 99% of people with developmental disabilities are living in community settings.

Easy Access

  • Network Agency facilitates are located in your communities.
  • Children and Youth services are located in 66% of the schools within our catchment areas.
  • 58% of network agencies provide a co-located clinician in a medical office setting.

Comprehensive Care

  • Our services are co-occurring, providing treatment for individuals experiencing mental health and substance abuse issues
  • 92% of clients responded that they received the help that were right for them.
  • 42% of our network agencies provide medical services on site by a partnering provider.

Excellent Value

  • Our clients served in Developmental Services contributed $4,270,506 in wage and payroll taxes
  • 1,171 children and adults used 14,262 crisis bed days as an alternative to hospitalization resulting in a potential $5 million in savings
  • 50% of people screened by network public inebriate programs were diverted from jail, decreasing the direct and indirect costs associated with incarceration and increasing access to treatment

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