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New England SERVE provides consultation to states, health plans and health care organizations wishing to promote family-centered care and enhance the quality of systems of care. All services are tailored to the needs of the individual organization, but generally fall into three categories:  Quality Care Assessments, Collaboration and Partnership Building, and Educational Resource Development.


Quality Care Assessments
Recognizing and enhancing quality

New England SERVE works directly with health
care organizations or community-based coalitions to assess the quality of care provided to children with special health care needs and their families.

Assessments are characterized by extensive collaboration and a shared definition of what constitutes quality care. Enhancing Quality or the Shared Responsibilities Toolkit provide the basis for developing assessment strategies that are unique to the organization.

Measures of family and provider satisfaction are evaluated along with administrative measures of quality care.

Findings identify both strengths and limitations in an organization’s ability to provide family-centered, coordinated care for CSHCN, and help direct resources for future planning.

Collaboration & Partnership Building
Building connections to build better care

New England SERVE offers technical assistance in creating working partnerships to improve systems of care for CSHCN.

Partnerships among families, providers, health plans and policy-makers are essential to identify barriers to quality improvement, and to design solutions that work for all stakeholders. New England SERVE is uniquely qualified to make connections and "broker" such partnerships.

Our Collaboration and Partnership Building services help community-based organizations identify opportunities for effective partnerships, implement them, and develop strategies to maintain and support them over time.

Contact us to discuss how we can work with your organization to build effective, working partnerships to improve quality care.

Educational Resource Development
Sharing successful care models

New England SERVE works with states, communities and health care organizations to design curricula, develop materials, and foster other methods of program dissemination and communication.

Effective strategies and tools are needed to inform a variety of audiences about the national goals for CSHCN. And successful models of care need to be promoted and replicated.

Many of our publications can be adapted for a specific audience – whether a particular state, organization, or diagnosis-based population. Training programs can be tailored to the specific needs of sponsors and participants.

Contact us to discuss how we can work with your organization to promote the awareness and implementation of strategies for quality care.


Quality Care Assessment Clients


Boston Medical Center

Children’s Hospital of Philadelphia (CHOP)

Communities Can – Woonsocket, RI

Neighborhood Health Plan (NHP)

New Bedford Community Health Network Area (CHNA)

Contact us to learn more about planning a Quality Care Assessment for your organization or community.

  Sample Collaboration & Partnership Building Projects    

Massachusetts Family Advisor Initiative
Working with Family Voices, New England SERVE led a group of parents of CSHCN in interviewing Massachusetts health plans about their relevant policies and programs. This initiative created a network of families who could serve as advocates and policy advisors on quality managed care for CSHCN.

Rhode Island Parent Consultant Program
In a 3-year collaboration with the Rhode Island Department of Health, New England SERVE helped design and build a program to recruit, hire and train parent advisors to the full range of the state's Maternal & Child Health programs.

Massachusetts Consortium for Children with Special Health Care Needs
New England SERVE has convened a diverse, state-level forum for information exchange and collaboration among providers, families, health plans, policy-makers and state agency personnel.

Family-Professional Partners Institute
Sixteen policy-level partnerships were established in clinical, research and health plan settings.

      Sample Educational Resource Development Projects    

Medical Home Network Project
Primary care providers participate in a case-based curriculum to demystify the theory of Medical Home and implement practice-based improvements.

Medical Home Partnership Brochures
These oversized brochures can be customized for your community, to clarify Medical Home for families and physicians.

The Shared Responsibilities Toolkit
The tools are designed to be easily adapted for use by any health plan, provider group, or similar organization.

Quality Care Standards & Indicators
The standards and indicators of quality, family-centered care established in Enhancing Quality can be adapted to specific, diagnosis-based populations. New England SERVE creates a multi-disciplinary team and fosters collaboration throughout the process.
• Coordinating Care for Families Affected by Environmental Lead Hazards
• Building Quality for Families Affected by HIV