Ms. Booth noted that, overall, research findings are mixed. Approaches to performance measurement include satisfaction surveys, focus groups, complaints and grievances, and focus studies. Each of these approaches has strengths and weaknesses. Therefore, utilizing multiple methods creates a fuller picture of the quality of care. Most important is to maintain a dialogue , with multiple forums for communication, meaningful consumer participation, and followup.
Most problems expressed by individuals have system implications.
All Medicare and Medicaid services are included, plus HCBS services at some PACE sites. There are no benefit limitations, copayments, or deductibles. Ms. Baskins explained that the PACE program has developed a number of performance indicators in order to ensure that sites meet PACE accreditation standards. Includes nonclinical services, such as transportation. Annual satisfaction surveys are required.