5.1 Quality Assurance

Quality assurance is essential to make certain that delivery of quality PCM services are consistent and to ensure that interventions are delivered in accordance with established standards. Project RESPECT, a study of HIV prevention counseling, emphasized quality assurance measures to maintain high performance expectations of staff and ensure consistent and comprehensive delivery of the counseling interventions (Kamb, Dillon, Fishbein, Willis, and Project RESPECT Study Group 1996).

For PCM, clear procedure and protocol manuals are necessary to ensure effective delivery of services and minimum standards of care. These manuals should address all the standards contained in this document (See Appendix B for concise list) and should be available to all staff. Written quality assurance protocols must be developed by PCM programs and should be included in procedure and protocol manuals. Client feedback should be routinely used as a factor in assessing the quality assurance of PCM services provided. Quality assurance mechanisms include the following:

• Written Protocols Descriptions of specific communication-related activities, such as protocols for client engagement and follow-up, screening, risk-reduction counseling, partner notification, and so forth.
• Training Training for supervisors and staff to ensure appropriate skills to complete the PCM activities within their job descriptions.
• Individual Supervision Regular review of each staff member's performance, productivity level, and quality of services provided.
• Chart Reviews Regular review of individual client's PCM assessment, Prevention Plan, and progress notes by the case management supervisor to ensure clear documentation and appropriate intervention.
• Case Conferences and Presentations Regular presentation of cases, especially those that are complex and difficult, by case managers to peers and supervisors to discuss a client's progress and strategies for intervention.
• Peer Review Regular review by a convened panel or peer group of performance and quality of services being delivered.
• Client Satisfaction Surveys or Interviews Routine feedback from clients about their satisfaction with the service, their concerns, and their ideas for improvement.
• Independent Program Audits Reviews and evaluations from panels of professionals from outside the agency on the quality of the program, including assurance that the program is delivering the services it is promoting. Special attention must be given to ensuring the confidentiality of clients when independent program audits are conducted.

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