Quality Improvement
Family Behavioral Resources takes pride in its commitment to ensuring quality in the services we provide. Our Quality Improvement (QI) Team provides a number of services to ensure the provision of quality. The QI Team provides monthly internal audits at each FBR office, provides staff training, and completes satisfaction checks for families and staff. All families and staff at FBR are provided with a toll-free number for the Quality Hotline - 1-866-302-6837 - to report any potential concerns related to quality in a confidential manner.
The QI Team works closely with the State of Pennsylvania, Community Care Behavioral Health, Value Behavioral Health, and Community Behavioral HealthCare Network of Pennsylvania, as well several private insurance carriers to ensure that best practice standards are met and exceeded at Family Behavioral Resources. The QI team has received recognition for their commitment to quality during annual state licensing visits.
In an effort to coordinate all aspects of continuous improvement of services provided, FBR’s Quality Council (QC) provides oversight of all quality improvement activities across the agency in collaboration with the QI team. Relevant data is collected throughout the organization, and will be reviewed and analyzed as appropriate to assist the leadership in organization-wide assessments, goal setting, planning and decision making. The mission of the Quality Council is to guide all components of the organization towards obtaining patient outcomes of the highest quality and providing services that meet or exceed the exceptions of our customers, promoting promote long-term organizational excellence and optimal outcomes. Members of the Quality Council include Rick J. Murray, LSW, BCBA, President and Chief Operating Officer; Dawn Orange, RN, Director of Human Resources; Jennifer Putt, BS, Director of Quality Improvement, Compliance and Utilization Management and HIPAA Compliance Officer; and Wilma McCullough, RN, CPHQ, Director of Data Systems.
The QI Team includes: Jennifer Putt, Director of Quality Improvement, Compliance, and Utilization Management and HIPAA Compliance Officer, and Quality Auditors Janine Heatley, BA and Brett Vezzani, BA.
Questions or comments for the Family Behavioral Resources Quality Improvement Team can be forwarded to qualityimprovement@familybehavioralresources.com.
Stakeholder Input
All services at FBR cooperate in distributing surveys to clients, employees and referral sources as guided by the QI Team. Surveys are distributed within a stamped and addressed envelope with the corporate address (to the attention of the QI Department) for the clients and employees to send back.
Consumers, staff members, and referring agencies will also be given the opportunity to complete these surveys online through SurveyMonkey.
All surveys will be logged and reviewed quarterly. The QI Team will meet with the Quality Council to discuss results and outcomes with action plans to be devised as necessary. Surveys for intakes and discharges will be implemented in the same manner across programs.
Your input is crucial and valuable to us. Please take a moment to fill out one of our surveys if you are a current or past consumer, or a referral source to FBR.
Referral Process Survey
Consumer Post Six Month Discharge Survey
