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Strategic Planning & Outcomes

graphs_charts_200x175.pngWHERE WE ARE . . .
             WHERE WE WANT TO GO

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 things, the overarching 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. 


Gaps & Needs Analysis

The Gaps & Needs Analysis Report is an annual study of our area and the people who live here. It also looks at where services are available and how people use them. Ultimately, the analysis serves as a roadmap for determining future growth based on current capacity and identified needs.

Gaps & Needs Analysis 

Annual Report


Local Business Plan

The Local Business Plan (LBP) is an MCO/LME strategic planning document looking at a three-year period for accomplishing stated goals to improve access, effectiveness, and quality of services.  It includes the opportunity to address our local approach to statewide initiatives as well as to outline initiatives that address regional needs identified in our Gaps & Needs Analysis.


Quality Management Plan

The annual Trillium Health Resources Quality Management (QM) Plan outlines efforts to maintain and improve services for members. It frames the purpose of the Quality Management Program and activities to meet state and federal regulations as well as national accreditation standards 

The annual QM Plan outlines the objectives for the year by monitoring identified quality improvement issues throughout the organization. We review and revise the QM Plan based on an annual evaluation of the QM Program.

Trillium Health Resources establishes agency-wide goals that are measured and reported routinely to the Trillium Health Resources Quality Improvement Committee. The goals in the plan may address a variety of key performance areas, including but not limited to: follow-up after hospitalization, accessibility, availability, member satisfaction, education and outreach to members and their families

Trillium Health Resources also seeks input for the QM Plan from various external committees, such as the Global Quality Improvement Committee, Provider Network Council, and the Clinical Advisory Committee.


Member Satisfaction Survey


Perception of Care Survey

Formerly known as the Consumer Satisfaction Survey, the Perception of Care Survey is conducted face-to-face with current service recipients or family members.  The survey includes questions about access to services, cultural sensitivity, treatment planning, outcomes, social connectedness and overall satisfaction. 


Provider Satisfaction Surveys

Provider Satisfaction Surveys are conducted annually.  Effective 2013, DHHS developed and collected the results of the survey, which was administered in October.


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URAC Accreditation

Founded in 1990, URAC is the independent leader in promoting health care quality through accreditation, certification, education, and measurement. URAC is a nonprofit organization developing evidence-based measures and standards through inclusive engagement with a range of stakeholders committed to improving the quality of health care. Our portfolio of accreditation and certification programs span the healthcare industry, addressing health care management, health care operations, health plans, pharmacies, telehealth providers, physician practices, and more. URAC accreditation is a symbol of excellence for organizations to showcase their validated commitment to quality and accountability. 

URAC accreditation requires applicants to submit policies, procedures, and other organizational information that is followed by a review. Once an application is received by URAC, a primary reviewer is assigned and coordinates all aspects of the review until a decision on accreditation has been determined.

Trillium is accredited in three programs, Health Call Center, Health Utilization Management, and Health Network with Credentialing.

  • The Health Call Center provides triage and health information services to the public via telephone, website, or other electronic means.  URAC’s Health Call Center Accreditation ensures that registered nurses, physicians, or other validly licensed individuals perform the clinical aspects of triage and other health information services in a manner that is timely, confidential, and includes medically appropriate care and treatment advice.
  • The Health Network is made up of contracted physicians and other health care providers. URAC’s Health Network Accreditation standards include key quality benchmarks for network management, provider credentialing, quality management and improvement, and members protection.
  • The Health Utilization Management is the evaluation of the medical necessity, appropriateness, and efficiency of the use of health care services, procedures, and facilities under the provisions of the applicable health benefits plan. URAC’s Health Utilization Management Accreditation ensures that all types of organizations conducting utilization review follow a process that is clinically sound and respects members’ and providers’ rights while giving payers reasonable guidelines to follow.

External Quality Reviews (EQR)

The North Carolina Department of Health and Human Services (DHHS) contracts with an external quality review organization (EQRO) to conduct the annual external quality review (EQR) of Trillium.

The EQRO conducts the annual review jointly with the DHHS Intradepartmental Monitoring Team (IMT), which consists of staff members from the Division of Medical Assistance (DMA) and the Division of Mental Health, Developmental Disabilities, and Substance Abuse (DMH).

The annual review includes two phases: a desk review of key documents and an on-site review of administrative and clinical operations. The current EQRO for DHHS is the Carolinas Center for Medical Excellence (CCME).