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Strategic Planning & Outcomes

graphs_chartsWHERE 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 
Legacy 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 state-wide 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 enrollees. 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, enrollee satisfaction, education and outreach to enrollees 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.


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.


Urac Seal

URAC Accreditation


URAC is a national accreditation organization designed to promote continuous improvement in the quality and efficiency of health care management.  Accreditation is an evaluative, rigorous, transparent, and comprehensive process in which a health care organization undergoes an examination of its systems, processes, and performance by an impartial external organization (accrediting body) to ensure that it is conducting business in a manner that meets predetermined criteria and is consistent with national standards. 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 consumer 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 consumers’ and providers’ rights while giving payers reasonable guidelines to follow.


Mercer Reviews

The North Carolina Department of Health and Human Services (DHHS), contracts with Mercer Government Human Services Consulting (Mercer) to conduct the annual quality review of Trillium. Mercer conducts the annual review jointly with the DHHS Intradepartmental Monitoring Team (IMT), which consists of staff members from the Division of Medical Assistance and the Division of Mental Health, Developmental Disabilities, and Substance Abuse.  The annual review includes two phases: a desk review of key documents and an on-site review of the administrative and clinical operations.

The administrative operations consist of finance, information system, reporting and claims management. The clinical operations consist of care management, network management and quality management.


External Quality Reviews

 The Department of Health and Human Services (DHHS) contracts with an independent quality review organization to develop protocols to be used to fulfill the statutory requirement that State Medicaid agencies provide.  An annual review of the quality outcomes and timeliness of, and access to, services provided by Medicaid managed care organizations (MCOs) is conducted. The current external quality review organization is the Carolinas Center for Medical Excellence (CCME). 

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