Welcome to Season 4 of “Pretend I Know Nothing”! I’m Katie White, your host and the administrator at COAAA, and in this kickoff episode, we're talking about a topic that’s shaping how we deliver and measure quality care: NCQA—the National Committee for Quality Assurance.I’m joined by two of my colleagues, Kayla Humphrey and Carrie Oswald, and together, we break down what NCQA is, why it matters to our agency, and how this national accreditation process is making us better at what we do. We talk about everything from why third-party evaluation is so important, to the nitty-gritty of documenting and analyzing our processes, and how we’re striving for even higher standards in long-term services and supports.If you’ve ever wondered how we prove our commitment to person-centered care, or what it actually takes to meet and maintain these gold-standard benchmarks, you’ll get a behind-the-scenes look right here. This episode is about more than just policies and paperwork—it’s about teamwork, passion, and our drive to make a real difference for both our staff and the people we serve.Three key takeaways from this conversation:NCQA = Next-Level QualityAccreditation isn’t just a stamp of approval. It’s a rigorous process of defining, documenting, and continually improving our person-centered care. It pushes us to go beyond “good work” and show our measurable results.Custom Metrics That MatterWe don’t just follow set national benchmarks. NCQA lets us choose and evolve the metrics that are most important to our clients (like timeliness and participation rates). This ensures that our work stays both relevant and impactful.Empowering Staff & Impacting the NetworkGoing through the accreditation process builds up not just our programs, but our people. The result? COAAA staff leave even more skilled and confident, strengthening the quality of care across our region. Even as they progress in their careers.Moments00:00 Teamwork in Quality Care Compliance04:10 Streamlining Accreditation and Storytelling09:22 Refining and Documenting Work Practices12:39 "NCQA Emphasizes Person-Centered Care"14:58 Streamlining Process Development and Implementation16:52 Accreditation Standards Review Completion20:38 NCQA Accreditation Importance24:22 Accreditation Preparation and Reporting Plan27:42 Accreditation Duration Options32:14 "Internal Staff Well-being Program"34:12 Networking and Collaboration OpportunitiesLet me know what you think of this podcast, as well as any ideas you have for an episode. Email me at [email protected]!Copyright 2025 Central Ohio Area Agency On Aging https://creativecommons.org/licenses/by-nd/4.0/

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