At New Hope of Indiana, the most important measure of the quality of our services is the happiness and well-being of the individuals we support. New Hope of Indiana is constantly striving to provide services that enrich the lives of the people in their homes and communities. In keeping with this commitment, New Hope of Indiana has adopted several best practices to foster and evaluate services provided.
The Quality Assurance Review is a process of self-evaluation that focuses on the lives and well-being of individuals served by NHI in a variety of capacities. This includes an environmental review to assure that service sites are safe, pleasant and comfortable. Most importantly, this process focuses on interviews and observations of individuals receiving services and feedback from family members or advocates.
New Hope of Indiana has been awarded accreditation from CARF, the external entity that serves as the accrediting body for this industry. The accreditation process is a rigorous assessment of services provided by NHI that includes evaluations of programs, client and staff interviews and compliance with regulatory standards and best practices.
In addition to Quality Assurance reviews, NHI seeks feedback from consumers and their families via program-specific satisfaction surveys. Surveys offer individuals and their loved ones another opportunity to evaluate the services provided by NHI and to offer valuable input. This information is important in influencing programmatic and business decisions.
All associates must successfully complete the NHI training program prior to working with any consumers. The initial orientation, includes forty hours of classroom instruction, individual-specific training and an ongoing evaluation of the associate’s performance. NHI’s training curriculum meets or exceeds industry standards. However, learning how to best serve consumers does not stop after the initial orientation. On a quarterly basis, all associates review a variety of important topics, such as person-centered services and language, prevention of abuse and neglect, the safe administration of medications, corporate responsibility and the importance of the rights of consumers.
NHI has integrated technology into everyday practices. NHI uses electronic record-keeping, which is not only 100% HIPAA compliant, but also increases the efficiency of meeting documentation requirements, affording associates more time to focus on the care and support of the individuals. This system also enhances NHI’s ability to evaluate services by reviewing longitudinal information about a variety of quality measures.