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NC Department of Health and Human Services Division of Mental Health, Developmental Disabilities, and Substance Abuse Services

All DHHS info for health care providers


Quality Management Resources

For LMEs and Providers

Quality Management (QM) is a system for ensuring that all of the activities necessary to design, develop, and implement a product or service are effective and efficient.  The Division’s quality management system is organized around the national Quality Framework, which was established by the Centers for Medicare and Medicaid Services (CMS).  Quality Management strategies are:

  • Discovery-Collecting data and direct participant experiences in order to assess the ongoing implementation of the program, identifying strengths and opportunities for improvement.
  • Remediation-Taking action to remedy specific problems or concerns that arise.
  • Continuous Improvement-Using data and quality information to engage in actions that leads to continuous improvement in the program.

Quality assurance and quality improvement are projects and activities within the quality management system.

  • Quality Assurance (QA) is a system of evaluating compliance with basic standards of quality such as policies, procedures, rules and regulations.  This is generally a “look back” at what has already been done and can result in corrective action requirements or penalties.  The Division’s Accountability Team performs these functions and generates reports.
  • Quality Improvement (QI) is a system of continuous self-initiated activities aimed at improving performance.  QI uses input from internal and external customers, analysis of data from a variety of sources, ongoing self-evaluation to identify trends, and finding ways to improve the service delivery system over time.  The Quality Management Team, in conjunction with Information Systems, provides leadership in implementing QI activities. 

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