The NBRC Wellness Team 2001 Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

The Deaf and Hard of Hearing Focus Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

The Sexual Assault Prevention Committee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

The Regional Special Needs Disaster Preparedness Group . . . . . . . . . . . . . . . 56

The Aging Population Focus Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Community Action Now and the NBRC Shareholders in Policymaking . . . . 58

The Mental Health Continuous Quality Improvement Group . . . . . . . . . . . . 58

The Spanish Resolution Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

The Department of Developmental Services Strategic Plan for 2001-2006 . 59

The CA State Council on Developmental Disabilities 2002-2006 State Plan 59

Performance Indicators Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Questionnaire submitted to area State Legislators . . . . . . . . . . . . . . . . . . . . . . 62

Senator Wesley Chesbro’s response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

What you can do . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Questionnaire: Now it is your turn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

We proudly submit North Bay Regional Center’s 2001 Performance Contract End-of-Year Report for your review and approval.

Our determination to include parents and consumers in this process has become fierce. We are committed to the fact that quality is determined only by customers, though we struggle with the implications at times. Organizational changes are not always enough. A spirit of cooperation has to be fostered in order to promote truthful debate and best decision-making. We strive to collaborate constructively with our shareholders in promoting a common purpose, sharing equally in the benefits, obligations, and challenges facing our service system. As you review this report, we are confident you will appreciate our enhanced spirit of community in the North Bay.

This report will be presented to our Board of Directors on February 6^th for formal approval. It will then be widely distributed through hard copy, our email lists, and available on our website. It will certainly be the foundation for in-depth discussion over the next months, and we welcome your involvement in those forums. Please fill out the brief questionnaire at the end of this document to convey how this report can be more useful to you in future years. We sincerely appreciate and value your comments.

Sincerely yours,

Nancy E. S. Gardner
Executive Director
North Bay Regional Center
1/23/02

The purpose of North Bay Regional Center is to assist people with developmental disabilities or at risk for developmental disabilities in the North Bay Area to obtain services and supports they need to live as other people live in the community. We strive to follow these values in this endeavor:

VALUES:

Support Choices

Promote Prevention

Advocate Same Freedoms and Responsibilities

Promote Equal Opportunity

Respect Diversity

Promote Life in the Mainstream

Recognize the Dignity of Risk through Least Restrictive Supports

Promote Partnership

Focus on the Family

Promote Innovation

Foster Leadership

Promote Health and Safety

VALUES EXPLANATION:

NBRC Client Case Coordinators are at the center of the critical interface between consumer and agencies who serve the consumer. Client Case Coordinators are often the first to know when consumer’s needs have changed, either individually or as a part of a growing trend. It is important to have a systematic process that encourages the capturing of this valuable service planning resource and improve shareholder satisfaction with the case management process by developing relevant services.

North Bay Regional Center will be reviewing its current Unmet Needs Process to greater facilitate, if needed, information sharing between resource developers, Client Program Coordinators and consumers about unmet needs. The feedback may take several forms, i.e. individualized feedback via email, group feedback at staff meetings, or a page on our website developed to track unmet needs so that the community could see what was happening to certain issues. If an unmet need is identified that is beyond the scope of NBRC, we could identify political action groups that might be working on it from a larger systems perspective. This process will be designed with support from resource developers, Client Program Coordinators, and families so that it will be user friendly and accessible to our community.

North Bay Regional Center is highlighting thirty years of community contributions by people with developmental disabilities, family members, service providers, volunteers, legislators, staff, and others with a celebration of community partnership. The 30^th anniversary event is a celebration of thirty years of progress, team building, resource development, community outreach, support, empowerment, and community integration. It is a positive event celebrating the promotion of opportunities for people with developmental disabilities and special needs, and in assuring community awareness about those opportunities. With increased collaboration between shareholders, we build on our resources, share in our successes, and dream our vision for the future.

To offset costs, keep admission prices affordable, and fundraise for people with special needs, a major focus is donation recruitment. Donations are needed in the form of in-kind services or goods, cash, time, and prizes of any type. Prizes are being used for the raffle, balloon pops, and live auction. Donation recruitment can occur by staff, board members, and others by contacting local businesses of which they are a customer/patron; or by sending formal letters to a specific category grouping. Prizes can be of value from $5 to $1000s. A donation of time can be utilized in staffing event components on the day of the celebration. Donation recruitment also serves as community outreach and education to our business community, by increasing awareness about the regional center, its resources, its shareholders, and its consumers.

Some of the planned scheduled event activities are:

Welcome and Keynote presentations

Artist award

Caribbean steel drum band

Contemporary recorder music

Strolling entertainers

High-energy dance band and lawn dancing

Barbecued dinner

If you would like to volunteer, exhibit, donate, or recruit prize donations, please contact Kathy Newman at (707) 256-1224.

Objective 1a: Complete a consumer satisfaction survey by 12/31/01.

2001 results: Completed. 7 surveys since 1996. Survey results show a 70% very satisfied rating.

Selected comments from survey:

At the block parties in my neighborhood I am in charge of picking out the music. I am the DJ.

I would like to live closer to my family.

I want to stay with my mom.

I would like to have my own home.

I would like my own room.

I would like to live in a closer community where people look out for each other. Here people keep to themselves.

I'm happy that I will have my own place and a roommate, but I worry about my parents. They are going into assisted living.

I like living in the country where it's quiet.

The staff here changes too much.

Living alone is lonely. It's too quiet. I have one friend. I mostly watch TV.

I want to live close to the bowling alley.

 

Objective 1b: Expand housing options for people with developmental disabilities by 12/31/01.

2001 results: Completed-ongoing objective.

NBRC established a Living Arrangements Committee in each office and were able to establish eight new level 4 care homes.

NBRC has also established three new non-ambulatoy senior homes.

NBRC is currently developing a Fred Finch program and a Telecare program which should be completed in 2002. These two projects will address the critical need for sophisticated treatment options for our adult and adolescent consumers with dual diagnosis. The number of unmet needs in this area submitted by CPC’s and out of area placement requests reveal that this trend is statewide. It can also serve as a model for other regional centers to duplicate.

Goal 2: Improve Family Satisfaction with Residential Services

Objective 1a: Complete an adult consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys.

Objective 1b: Complete a family satisfaction survey by 2/31/02.

Baseline: 9 surveys.

Objective 1c: Improve housing options for people with developmental disabilities by 12/31/02.

Baseline: Four initiatives:

• Continue Housing Coalition meetings through 12/31/02.
• Continue monthly Living Arrangement Committee meetings identifying residential unmet needs through 12/31/02.
• Create an instruction manual of the placement procedures when a child is considered for placement by 12/31/02.
• Continue development of the Telecare and Fred Finch projects into fully operating facilities for children and adults with dual diagnosis by 7/1/02.

Jan to June - seven new level 4i homes - homes were opened in all three counties serving adults, children and elderly. These were a result of the RFP in June 2000.

Jan to June - one new level 3 children’s home with non-ambulatory beds.

Jan to June - one new level 3 adult facility.

Jan to June - one new level 3 home for elderly - with non-ambulatory beds.

July to December – two new Level 3 adult homes for elderly with non-ambulatory beds.

Two homes from level 2 to 3.

One home from level 4d to 4f.

One home from level 2 to 4e.

One home from level 3 to 4c.

One home from level 4a to 4d.

One home from level 2 to 3.

One home from level 4a to 4i.

One home from level 4g to 4i.

The Quality Assurance Unit also meets quarterly with Community Care Licensing and Health Care Licensing to discuss quality assurance issues in both CCL homes and ICFS. There has been considerable attention given to the process and procedure involved in careproviders requesting level increases for their homes, and a procedure has been established which clearly spells out what needs to be documented for that to be considered.

Living Arrangements Committee: The Lanterman act encourages "opportunities for individuals with developmental disabilities to be integrated into the mainstream of life in their home communities, including supported living and other appropriate community living arrangements." A high priority is also placed on providing opportunities for children with developmental disabilities to live with their families.

To ensure that a complete range of options is presented to every consumer at NBRC who is in need of a new living arrangement, a committee was formed which meets monthly at each office to contribute to the person centered planning process and is responsible for assisting with follow-up recommendations. Committee members may include: Community Liaison, Community Resource Consultants - including a Quality Assurance Monitor, Nurse Consultant, Psychologist, Quality Assurance. Supervisor, etc.

The Family Support Committee was formed two years ago as a subcommittee of the Strategic Planning Committee. One of the first things the Committee did was to create a mission statement: The Family Support Committee, comprised of families, agency staff, and vendors will provide ongoing advice, education, information, and support and will ensure that family voices are incorporated into the development, revision, and implementation of NBRC policies and procedures. It is imperative that consumers, their families, and their support team be a part of the decision making process at any organization or agency that affects their lives. The NBRC Family Support Group is one way for you as a family member to be involved in NBRC decision making.

LONG RANGE GOALS: What we want to accomplish in the next three to five years:

Parents would be involved every time a new procedure is developed or an existing one is revised if the procedure pertains to family support issues.

The committee will continue to generate or encourage creative options for services through NBRC.

The committee will be an available resource to NBRC resource development as it impacts families and family support.

Committee members will educate others about the committee’s existence through newsletters, networking, etc.

The committee will serve as a forum where parents and others can express concerns or make suggestions regarding family support services.

Objective 1a: Complete a family satisfaction survey by 12/31/02.

Baseline: 9 surveys

Objective 1b: Improve availability and accessibility of resource information for families by 12/31/02.

Baseline: Six initiatives are described below:

Assist the Filipino community (consumers, their families, RSPs) in Solano County by conducting a regional center system training, creating a support group through 12/31/02.

Increase empowerment of Hispanic Families in collaboration with community agencies in Napa & Solano Counties, by holding a Spring Resource Fair, hosting a workshop on Future Transition Planning through 12/31/02.

Improve services to Latino community in Sonoma County through coordination, outreach and parent empowerment. through 12/31/02.

Another tri-county social recreation resource fair is planned for the spring of 2002.

The Family Support Committee will conduct more outreach to Spanish-speaking families and other families whose primary language is not English.

The Family Support Committee will continue with monthly meetings and actively work on a Family Support section of the NBRC website through 12/31/02.

LONG RANGE GOALS: What we want to accomplish in the next three to five years: A key component of our Long Range Strategic Development Plan is to continue to develop and enhance educational and training modalities for all shareholders. This issue was voiced of particular concern by family members during our September 2001 Strategic Development public meeting. Please let us know what training or education is of interest to you by completing the questionnaire at the back of this report.

2001 results: Completed. 9 surveys since 1996.

Objective 1a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys.

Objective 1b: Complete a family satisfaction survey by 12/31/02.

Baseline: 9 surveys

Objective 1c: Improve consumer and family satisfaction with education by 12/31/02. This objective was changed from original 2002 Performance Contract Proposal to include satisfaction of families and all consumers, not just adult consumers.

Baseline: Two Initiatives:

NBRC personnel will continue their collaboration with the Educational System, Workability Project and community vendors through 12/31/02.

NBRC personnel will continue participation on Santa Rosa Junior College Special Needs committee.

Further information: The Santa Rosa Transition Unit has been working in collaboration with the Workability Project through SR City Schools on an outreach program for parents of children with developmental disabilities. Once a quarter, the Transition Team participates in a parent meeting at Montgomery High School. These meetings provide written information and pamphlets for the families as well as speakers.

At the first meeting, the parents told us what they wanted in the way of information for future planning. The second meeting, hosted a panel of speakers including: Kathy La Mar - Sonoma County Office of Education Principal, Robert Mattos and John McCue – Becoming Independent, and Brian Garlick – North Bay Industries.

The meetings have been well received by both families and school personnel. We average about 30 participants each meeting. The goal of these meetings is to create open communication with families, school personnel, and NBRC, and to give families a step-by-step process in which to make informed decisions regarding future planning needs for their children.

To learn more or to get more involved: Anyone interested in attending this group may contact Suzette Soviero (707) 569-2019, Heather Vail (707) 569-2060 or Pat Patel (707) 569-2044.

Goal 2: Improve shareholder satisfaction with leisure activities.

Objective 2a: Improve NBRC staff and consumer knowledge of Life After Work Clubs for consumers by 12/31/01.

2001 results: Completed.

A 2001 Social Recreation Resource Fair was conducted.

Further Information: One NBRC personnel initiative in the Napa office included the posting of available jobs on the NBRC computer system and maintaining contact with vendors and supported employment agencies to post job openings. This included a Job Fair and Job Tours. This initiative also included continued attendance at the Mayors' Committees in Napa and Solano counties as related to promoting job opportunities, and events around Disability Awareness Month in October. There were employer recognition breakfasts in each county and a Vendor Fair held in Napa County on October 25^th and in Solano County on November 1st. NBRC personnel presented trainings on Transition Planning, adult programs, and jobs to the teachers of the Solano County Special Education Department on October 2nd and the Fairfield Suisun Unified School District Special Educators on October 4th. Quarterly meetings of the Supported Employment Task Force for Solano County and Napa County occurred. Jobs and openings were posted on NBRC internal computer network and announced at various meetings. Activities related to job opportunities for our consumers were posted on the NBRC website. A NBRC representative also participated in monthly transition planning meetings of the Community Advisory Committee with the Napa Valley Unified School District and the Napa County SELPA.

NBRC maintains ongoing effort to make certain families, vendors, generic service agencies, CPC’s, etc. are aware of work and leisure options for our consumers. We will continue to update our internal data base and use our email system to ensure timely postings and adequate advertising of the kinds of jobs consumers are seeking or jobs consumers are requesting to be developed. Our ongoing effort also involves:

Training for CPCs in all counties on the referral process to supported employment programs, day programs, and the Department of Rehabilitation.

Continued job tours for consumers to see different jobs and program sites.

Regular attendance at community group activities such as the Mayors’ Committees in two counties and School District Consumer Advisory Committees.

Coordination and participation in the Transition Fairs held by the School Districts as well as parent training in Transition Planning held by Matrix.

To learn more or to get more involved: Contact Jim Kuehn at (707) 256-1247 or Kim Maassen at (707) 569-2034.

Objective 1a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys.

Objective 1b: Improve staff and consumer accessibility to information regarding job vacancies and work wanted by 12/31/02.

Baseline: Three initiatives:

Continue to publicize consumer job opportunities by internal NBRC electronic systems.

Video Taping of NPS/NVSS NBRC Team.

Consumer Satisfaction With Work initiative.

Objective 1c: Improve NBRC staff and consumer knowledge of Department of Rehabilitation work options by 12/31/02.

Baseline: One initiative:

Conduct CPC trainings of Department of Rehabilitation referral processes by 12/31/02.

Goal 2: Improve shareholder satisfaction with leisure activities.

Objective 2a: Improve accessibility to leisure activity resources by 12/31/02.

Baseline: Three initiatives:

Conduct at least one Social Recreation Resource Fair by 12/31/02.

Developing Stronger Relationships Through Recreation initiative.

Update information about adult services and after hours activities for Solano/Napa Counties on NBRC internal electronic system by 12/31/02.

Objective 2b: Initiate a Senior Friend-to-Friend pilot project in Solano/Napa Counties by 12/31/02.

Baseline: One initiative:

A Senior Friend-to-Friend pilot project will be initiated in Solano/Napa Counties by 12/31/02.

 

Objective 1a: Complete a family satisfaction survey by 6/30/01 and 12/31/01.

2001 results: Completed. 10 surveys since 1996. Charts were produced for the Spring and Fall for Napa, Solano and Sonoma Counties and can be obtained by request.

Selected comments from the surveys:

We are very pleased with all the services received through NBRC. We are very blessed that NBRC is involved with assisting in our daughter's developmental needs. She has been in the program for a year now and has shown significant improvement. Thanks!

I have been very impressed with the quality of services. I am extremely grateful for the tremendous support, ideas, and accessibility of resources. This is an ESSENTIAL service.

My son is less than 24 months old. I feel that he is in need of speech therapy, because he is not making very many sounds. I feel I haven't been helped along to find some kind of speech help for my son.

We didn't have any choices in who our home visitor would be (due to a shortage of speech therapists), which was fine, but I was thinking that if we had required a service for which there were options, I wonder to what extent parents have a right to choice. For instance, is it like selecting a doctor, in which one usually looks into background/experience, maybe even meets the doctor before deciding. When you have someone coming inside your home for an hour a week, it seems important to make sure it will be a good match.

The best thing for my son and I has been the help we get regarding transportation to the needed appointments.

The best thing is that our daughter's therapy purchase orders are approved quickly to reduce any potential downtime.

I feel my child may not be where he is had he not had Early Intervention. He has made HUGE progress.

Having home-based speech services. It would have been difficult and probably not successful, if I had to take my child to a therapist's office. Also, my Coordinator was great.

I wish we could have more PT and that respite were more readily available. If more people knew about the program. I found out about it when I called the School District. But I told a couple of friends and they were able to get in.

Most of the people we've seen through your agency have been very good about bringing over cleaned toys. But one provider brought toys over that I was concerned if they had been cleaned after use with other children. This was at an age when my child was putting things in the mouth.

Services beyond three years of age. I feel with NBRC I have a safety net, if a need arises. After age three I feel we are on our own.

Objective 1b: Improve family access to Early Intervention service options by 12/31/01.

Goal 2: Improve Family Satisfaction with Transition

Objective 2a: Increase the number of children with NBRC eligibility determination before age three by 12/31/01.

2001 results: Completed – ongoing objective.

Early Intervention is tracking the number of intakes each month and the number completed by the 45 day time line. A work group has distributed a survey to Early Intervention Specialists and program partners regarding possible barriers to meeting time lines.

Early Intervention continues to track the number of cases closed at 3 and track barriers to meeting this time line.

The Tri-County Early Start group has been tracking transition for three year olds. To date, approximately 80% of three year olds have had their IEP completed by age three.

 

Objective. 1a: Complete a family satisfaction survey by 12/31/02.

Baseline: 10 surveys

Objective 1b: Improve family access to Early Intervention service options by 12/31/02.

Baseline: Four initiatives titled:

Shareholder Satisfaction with the Early Start Intake Process.

Early Intervention Transition Planning.

Intake Satisfaction Survey - Prevention and Early Intervention.

Early Intervention Resource & Referral.

Objective 1c: Improve the Individualized Family Service Plan (IFSP) referral process by 12/31/02.

Baseline: One initiative:

NBRC Napa personnel will identify and remove barriers that interfere with completing the IFSP by the 45^th day after referral by 12/31/02.

Objective 1a: Complete a consumer satisfaction survey by 12/31/01.

2001 results: Completed. 7 surveys since 1996.

Goal 2: Improve Adult Consumer Satisfaction with Opportunities to Make Choices

Objective 2d: Pilot one or more self-determination project by 12/31/01.

2001 results: Completed-ongoing objective.

NBRC has initiated self-determination projects and held a Self-Determination Focus Group meeting in October. This group is drafting NBRC Self-Determination policies to be approved by the NBRC Board of Directors in 2002.

Objective 2e: Identify the unique needs of the aging population by 12/31/01.

2001 results: Completed-ongoing objective.

NBRC held an Aging Population Focus Group meeting and created an Aging Population Focus Group email list. See Focus Group objectives in Appendix.

Objective 1a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys

Objective 1b: Improve consumer self-advocacy awareness by 12/31/02.

Baseline: Five Consumer Groups.

NBRC Consumer Advocate plans to increase Consumer Self-Advocacy Groups from five to eleven by 12/31/02.

Goal 2: Increase shareholder satisfaction with transportation services.

Objective 2a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys

Objective 2b: Improve awareness of consumer transportation issues by 12/21/02.

Baseline: Two initiative.

NBRC Consumer Advocate will continue participation on the Napa County Paratransit Coordinating Council

NBRC Consumer Advocate will begin attending the Sonoma and Solano County Paratransit Coordinating Councils

1. Interview with the NBRC Assessment Counselor:

Very professional, yet provided a comfort.

Very informative, caring person. She’s great!

Thorough and compassionate.

Sincere in her approach with our daughter and very knowledgeable.

2. How much time it took for eligibility to be completed:

3/01 until 6/01 = 3-4 months.

Still in process.

Didn’t take too long!

3. Evaluations (if any) that were done to help determine eligibility for Regional Center Services:

None taken.

Complete explanations/processes provided.

Meet with NBRC doctor. I’d say interview was successful.

Would like to have the results.

Yes.

We have not heard this yet.

My son is eligible, but we’re waiting for case worker to contact us.

We have not talked with our son’s North Bay social worker yet.

None yet, but would like information.

I had great information.

Responses to the Intake team’s CQI survey from applicants/families who have recently come through the intake process during the July-December, 2001 period are summarized in the following charts.

The results for overall satisfaction are summarized for those clients found eligible for services by office in Chart 1.

Chart 1

Survey Results for Eligible Clients

The results for overall satisfaction are summarized for those clients found not eligible for services by office in Chart 2.

Chart 2

Survey Results for Not Eligible Clients

The results for eligible and not eligible clients are combined and are summarized in Chart 3.

Chart 3

Eligible and Not Eligible Clients Combined

In summary, 32 applicants returned surveys. Out of those 32 applicants, 31 (97%) were either very satisfied or satisfied. Out of those 31 applicants 21 (68%) were very satisfied with the remaining 10 applicants (32%) were satisfied. No applicant (0%) was either dissatisfied or very dissatisfied. Of those applicants who were found eligible for regional center services, 27 out of 28 (96%) were either very satisfied or satisfied, with none (0%) being dissatisfied or very dissatisfied. Of those applicants who were found not eligible for regional center services, four out of four (100%) were either very satisfied or satisfied with none (0%) being dissatisfied or very dissatisfied. One applicant had no opinion.

The number of responses for each rating for the individual items on the survey is as follows:

Goal 2: Improve customer satisfaction with the case management process.

Objective 1a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 9 surveys

Objective 1b: Improve customer satisfaction with the Child and Adult Assessment Support Team (CAAST) referral, assessment and follow-up processes by 12/31/01.

Baseline: One initiative by the Child and Adult Assessment Support Team titled: Improving Quality of Intake & Assessment Process.

Goal 2: Improve shareholder satisfaction with case management processes.

Objective 2a: Complete a consumer satisfaction survey by 12/31/02.

Baseline: 7 surveys.

Objective 2b: Improve consumer satisfaction with the IPP process by 12/31/02.

Baseline: One initiative titled: Agency IPP Training.

Objective 2c: Improve service delivery and case management services to Spanish and Tagalog speaking families by 12/31/02.

Baseline: Three initiatives titled:

Filipino-American Awareness in Solano.

Empowerment of Hispanic Families.

Improving Services to Latino Community.

Objective 2d: Improve regional center staff skills, knowledge, and abilities to obtain and coordinate needed services by 12/31/02.

Baseline: Seventeen initiatives titled:

Special Education Survey.

Targeting Transitional Issues.

Improving Relationships w. Courts system & NBRC.

Day Program Transition Booklet distribution & Department of Rehabilitation Booklet creation.

Increased collaboration between ICF facilities, work-day program & CPC’s.

Analysis of the Individual Service Needs Review Process.

Generic Benefits Benefit Us II.

Mail Merge for the Adult Unit.

Improve Internal/External Communication.

New CPC Quick Index File.

Mutual Understanding Group (MUG).

Telephone System Documentation-Training.

SIR Electronic Resource Manual and Training.

Guidance Data Panel as effective case management and supervisory tool.

Forms Room Reorganization.

Supporting the Mentorship Proposal.

Unmet Need Process-increasing participation.

Objective 2e: Improve shareholder knowledge of available resources and training by 12/31/02.

Baseline: Two initiatives titled:

Continue to assist vendor community with Best Practices trainings.

Conduct at least one How to Navigate the System training in collaboration with the Family Support Group.

 

Objective 1a: Complete a consumer satisfaction survey by 12/31/01.

2001 results: Completed. 7 surveys since 1996.

Selected comments from the survey:

• I wish I could go to my old doctor, but they closed the office.
• I can't find a dentist.
• My dentist talks to me and helps me not be uptight.
• I had to wait six hours in the emergency room.
• The allergy clinic helped me a lot.
• I could go to the gym, but I don't like to exercise.
• I swim and do sports.

Objective 1b: Complete a family satisfaction survey by 6/30/01 and 12/31/01.

2001 results: Completed. 9 surveys since 1996. See survey results in Appendix.

Selected comments from the survey:

• More emphasis on prevention, i.e., screenings, blood testing on a regular basis rather than on an as-needed or requested basis.

• We have to practically beg to get reimbursed for services. Getting claims paid is a time-consuming headache.

• My family member is very overweight - needs help in diet, exercise, motivation for health and fitness.

• I wish there were Autism experts in this area especially with regard to medication, i.e., Child Psychiatrists or Developmental Pediatricians.

• Too many beneficial services not provided by agencies or covered by insurance. Turf battles, constant jockeying for position to be last in line to pay for anything between CCS, Regional Center, Medi-Cal and insurance. Inept staff abound.

• I have trouble answering these questions as I have my family member on my health plan. It is very expensive, and she can or both of us can be dropped any time. My family member will be on Medi-Cal, Medicare. I don’t know what kind of care she will get. This is a very big worry for me.

• Getting special medications approved by our HMO is difficult.

• Waiting time for approval for therapists, specialists, etc.

• Shorter waiting periods, minimally invasive treatment. Choices!

• Having a dentist in the county with specialized practice for the developmentally disabled. I have to take him to San Francisco.

• There seems to be a shortage of available physicians and dentists that will serve DD patients. When we moved here, many would not accept new patients.

• Mostly I feel very anxious about increasing premium cost (Kaiser) and we do not have group insurance via employer. Health care in Sonoma County is also deteriorating and although we have no acute needs, overall it is becoming unaffordable. Medi-Cal does help with some things, NBRC with others. We are always playing "hot potato" with who will pay. We couldn’t get dental for our child until this year. We've paid out of pocket the past year. Specialized therapies with practitioners of our choosing is limited especially for psych and counseling. Special PT, OT, "out of standard" services.

 

Objective 1c: Complete a health care provider survey to identify potential improvement areas by 12/31/01.

2001 results: Completed. Individual satisfaction surveys were completed by health service professionals for each of the following trainings. Data collection supports a high degree of satisfaction with training topics and presenters.

NBRC telemedicine grant with USC-UAF includes the training of health care professionals (including nurses, psychologists and physicians). Health care professionals are able to receive continuing education units by attending these trainings. Trainings have been held in both the Napa and Santa Rosa offices. This past year we have sponsored approximately six trainings. Subjects have included: sexual abuse prevention, neuro-developmental disabilities, measurement techniques for Feeding Clinic evaluations, and treating behavioral challenges in the early intervention population.

Regional Center clinicians and other vendorized health professionals have participated in weekly teleconferences with Stanford University rehabilitation specialists conducting evaluations for augmentative communication devices as part of a two-year grant project.

A two-day training sponsored by the UC Davis MIND Institute was presented to staff and community-based health professionals in our Napa office in August 2001.

Objective 1d: Improve consumer, family, and provider understanding of proper nutrition, exercise, and health education for routine medical care by 12/31/01.

2001 results: Completed. See Wellness Team report in Appendix for further details.

Objective 1e: Improve disaster preparedness for consumers by 12/31/01.

2001 results: Completed. See Regional Special Needs Disaster Preparedness Focus Group report in Appendix for further details.

Objective 1f: Improve preventative dental care for consumers by 12/31/01.

2001 results: Completed. See Wellness Team report in Appendix for further details.

Objective 1g: Improve medical monitoring in high-risk areas for consumers by 12/31/01.

2001 results: Completed. See Wellness Team report in Appendix for further details.

Objective 1h: Improve Medical review and diagnoses for consumers with dual diagnosis by 12/31/01.

2001 results: Completed. See Wellness Team report in Appendix for further details.

Objective 1i: Increase collaboration with agencies to prevent abuse