Page 18 - QVM - Quality, Value and Metrics - November 29, 2017 2
P. 18
QVM - Quality, Value, and Metrics
The program has written policies for managing businesses served when it cannot meet their
needs. Policies include criteria for referrals to other providers and a process for decision making.
Within their respective scopes of practice, lawyers address legal issues and accountants the
financial issues.
How do lawyers address legal services issues?
There is documentation that the legal assessment consider the status of the businesses.
For each business served, the program maintains accurate, legible, and complete records that
are protected with respect to confidentiality and that comply with legal mandates and
regulations.
How does the program assure that records are accurate and complete?
Written policies exist that define “accurate and complete” records. These include items such as
identification data and case history; pertinent correspondence; applicable legal forms; signed
and dated reports; and documentation of follow-up activities. Records are legible and
systematically organized.
How is confidentiality of the records guaranteed?
Written policies exist that describe procedures used to ensure protection of records. Those
policies are consistent with applicable legal mandates and regulations. All staff members within
the program are trained regarding confidentiality of records. Businesses served are also
informed about the policies regarding protection of their records.
Businesses served participate in determining their plans.
In what way do the businesses served participate in determining the plan for their legal services?
Professionals within the program solicit and consider input from businesses served as part of the
process in establishing a plan. Documentation of the plans reflects this process.
C. Quality Program Operations
1. Administration
The structure and function of program administration assure effective and efficient program
operation.
The program has established policies and procedures that reflect the quality program’s
purpose and scope of services.
How are these policies and procedures established?
Policies and procedures are written by administrators and/or a committee of
knowledgeable individuals. Ideally, professional members are included in the
development process. All policies and procedures are reviewed and updated on a
regular basis.
How are policies and procedures communicated to the quality program’s business and how
does the program determine if the policies and procedures are applied consistently?
17
The program has written policies for managing businesses served when it cannot meet their
needs. Policies include criteria for referrals to other providers and a process for decision making.
Within their respective scopes of practice, lawyers address legal issues and accountants the
financial issues.
How do lawyers address legal services issues?
There is documentation that the legal assessment consider the status of the businesses.
For each business served, the program maintains accurate, legible, and complete records that
are protected with respect to confidentiality and that comply with legal mandates and
regulations.
How does the program assure that records are accurate and complete?
Written policies exist that define “accurate and complete” records. These include items such as
identification data and case history; pertinent correspondence; applicable legal forms; signed
and dated reports; and documentation of follow-up activities. Records are legible and
systematically organized.
How is confidentiality of the records guaranteed?
Written policies exist that describe procedures used to ensure protection of records. Those
policies are consistent with applicable legal mandates and regulations. All staff members within
the program are trained regarding confidentiality of records. Businesses served are also
informed about the policies regarding protection of their records.
Businesses served participate in determining their plans.
In what way do the businesses served participate in determining the plan for their legal services?
Professionals within the program solicit and consider input from businesses served as part of the
process in establishing a plan. Documentation of the plans reflects this process.
C. Quality Program Operations
1. Administration
The structure and function of program administration assure effective and efficient program
operation.
The program has established policies and procedures that reflect the quality program’s
purpose and scope of services.
How are these policies and procedures established?
Policies and procedures are written by administrators and/or a committee of
knowledgeable individuals. Ideally, professional members are included in the
development process. All policies and procedures are reviewed and updated on a
regular basis.
How are policies and procedures communicated to the quality program’s business and how
does the program determine if the policies and procedures are applied consistently?
17
