Strategic Planning & Outcomes
Trillium Health Resources participates in a number of review and analysis activities to help us examine our business practices and management operations. Although each form of evaluation measures different elements, the main purpose of these various checks and balances is to ensure we are being as effective and efficient as possible while meeting all regulatory requirements expected of us.
Trillium’s annual impact report details not just the financials and statistics for each of our fiscal years, but also the personal impacts and successes experienced by our members and providers in our communities.
Trillium works to help every person we serve get the culturally appropriate services they need to improve their well-being and live a fulfilling life.
Trillium’s Cultural Competency Plan guides the processes, programs, and services to meet the needs of our culturally diverse population. Our evolving plan will set forth the vision for cultural competency improvements across our provider network and within Trillium.
The EQR Technical Report is a program-wide detailed technical report required by NCDHHS that summarizes the findings of the annual external quality review and quality of care across all PHPs. It includes an executive summary of the objectives of the EQR as well as a description of the EQR process, including data collection tools, documents requested, offsite and onsite activities, a description of the data reviewed and a summary of findings and conclusions drawn from the data.
Each year, Trillium works with an independent auditor to examine our financial statements and provide an honest opinion of Trillium’s fiscal practices. The accountants view statements and materials according to the state fiscal year (July 1-June 30).
The North Carolina Department of Health & Human Services (NCDHHS) conducts an annual satisfaction survey for all Medicaid members. NCDHHS contracts with an External Quality Review Organization (EQRO) to conduct this survey each year to assess member experience and satisfaction with services. The instrument selected for the survey is the Consumer Assessment of Healthcare Providers and Systems (CAHPS). CAHPS is a program of the Agency for Healthcare Research and Quality, U. S. Department of Health and Human Services. The CAHPS Health Plan Survey is a standardized survey instrument that asks members to report on their experiences accessing care, experiences with their health plan, and assess the quality of care received by physicians. The Department will focuses on evaluating CAHPS survey responses related to members’ ability to obtain needed care, their ability to get care quickly, coordination of care, customer service, their rating of the health plan, rating of their personal doctor, and rating of the specialist seen most frequently.
NCQA is a private, nonprofit organization dedicated to improving health care quality. NCQA accredits and certifies a wide range of health care organizations and manages the evolution of HEDIS®, the most widely used performance measurement tool in health care.
NCQA’s website contains information to help members, employers and others make more-informed health care choices. NCQA can be found online at ncqa.org, on Twitter (@ncqa), on Facebook, and on LinkedIn. Consumers can easily access organizations’ NCQA statuses and other information on health care quality on NCQA’s website or by calling NCQA Customer Support at (888) 275-7585.
Trillium was granted full three-year accreditation. Full accreditation indicates that Trillium has excellent programs for continuous quality improvement and meets NCQA's rigorous standards.
National Core Indicators® is a survey using a standard set of measures to track performance and compare results across states. North Carolina currently participates in surveys specifically related to members with intellectual and developmental disabilities. The NC Division of Mental Health, Developmental Disabilities and Substance Use Services (MHDDSUS) works with NCI to determine which surveys will be conducted in NC each year. Surveys may include the In-Person Survey or mailed surveys (Family/Guardian Survey, Adult Family Survey, and Child Family Survey). Areas addressed by NCI include employment, rights, community inclusion, service planning, choice, and health and safety. For more information on NC’s performance and reports please visit the National Core Indicators® website.
Perceptions of Care Surveys are administered annually to individuals and families who have received Medicaid or State-funded mental health and/or substance abuse services. This survey was administered electronically, by paper, and by interview. It includes questions about access to services, cultural sensitivity, treatment planning, outcomes, social connectedness, and overall satisfaction.
Provider Experience Surveys are conducted annually by DHB. These surveys help to determine areas that need improvement within the network and assess provider satisfaction with Trillium and our processes. DHB has not completed a Provider Survey for Tailored Plans recently, but we will post results here when they are instituted again.
The Trillium Health Resources Quality Management and Improvement Program (QMIP) outlines how our responsibility to members, providers/practitioners, stakeholders and community partners will be fulfilled. It describes the purpose of quality management activities to meet state and federal regulations as well as national accreditation standards.
The QMIP is supported by the Quality Assurance and Performance Improvement (QAPI) Work Plan which includes Performance Improvement Projects (PIPs), Provider Support Plan, Member Incentive Programs, annual reports and other quality related activities. The annual QAPI Work Plan outlines the objectives for the year by monitoring identified quality improvement issues throughout the organization. Trillium establishes agency-wide goals that are measured and reported routinely to the Trillium Health Resources Quality Improvement Committee. We review and revise the QMIP based on an annual evaluation of our QAPI Work Plan.
Trillium and its provider network are moving beyond the traditional fee-for-service model to create innovative value-based arrangements. Value-based care emphasizes outcomes so that payments are based on members achieving realistic health goals, rather than payments based on number of visits. Visit our page for more information.
