The Brownstone Group, LLC ("Brownstone Group") is a Delaware limited liability company that was founded in March 2003 and registered in the State of North Carolina in March 2007. The company is certified by the States of Delaware and North Carolina as a minority owned, disadvantage business enterprise (MDBE). In addition, our firm is a certified minority, woman, and veteran owned small business enterprise (MWVOSBE) and recognized as a historically underutilized business (HUB) located in Indian Trail, NC which is a suburb located fifteen (15) miles east of Charlotte, NC. The Brownstone Group, LLC was formed to provide innovative investment management, business, management and IT consulting solutions to established and growing organizations in the public and private sectors. The Brownstone Group, LLC is lead by a team of dedicated individuals with advanced degrees in business and engineering that specializes in the areas of business and technology consulting.

Our goal is to provide practical and cost-effective services and solutions to our clients by allowing them to realize the full potential of their business operations and information technology systems. The Brownstone Group, LLC is a service oriented, professionally managed company. We have determined that an organization structure that incorporates management input from onsite management and corporate management is the best way to our mission and our client’s goals. The Brownstone Group, LLC has developed an organizational structure that will ensure that onsite project management works as a viable extension of our decision making team.

We can execute our services via and onsite management. Onsite management concerns those projects that are based on a set of objectives defined by our clients, but are executed by The Brownstone Group, LLC's management team and its business partners. This allows the mission of our clients to be performed without using key client staff. The Brownstone Group, LLC has access to a team of professionals that will work in tandem with our clients to meet their objectives.  The Brownstone Group, LLC’s management team will be responsible for the day to day management and operation of our client’s operational functions.

We approach all consulting engagements using a common methodology. We conduct business assessments and studies ranging from enterprise wide consulting strategies, to supporting, and implementing our client’s corporate goals. We provide:  

• Executive management with a business assessment and solution for maintaining or outsourcing its operations to improve the organizations’ investment

  opportunities based on ROI analysis. 

• Total solutions managed and implemented by The Brownstone Group, LLC's consultants.

• Integration partner services to augment client resources with expertise in specific technological operational phases.

• Improved administration and support services quality throughout the entire business process to maximize returns on investment and to achieve maximum cost

  savings to the organization. 

To assure services are appropriately monitored and continuously improved The Brownstone Group, LL has developed and implemented a comprehensive Quality Management Program (“QMP”).  The QMP includes strategies and major activities performed to ensure consistency and excellence in the delivery of services to all of our customers, employees, and contractors. The Brownstone Group, LLC applies this quality vision to the internal and external administration and operation of its clients programs. All of The Brownstone Group, LLC employees and contractors are responsible for adhering to the Quality Management Program. The QM Program includes a comprehensive program description, policies and procedures, and annual work plan.

The Brownstone Group, LLC utilizes a Continuous Quality Improvement (CQI) philosophy through which we monitor and evaluate appropriateness of operations and services, identify opportunities for improving quality and access, establish initiatives to accomplish agreed upon improvements, and monitor resolution of problem areas. Our philosophy is an ongoing process that spans every aspect of our program operations and unites our organization, employees, contractors, and other stakeholders in a continuous upward spiral of quality improvement through planning, action, and evaluation. The Brownstone Group, LLC is committed to sharing the QMP ideals and accomplishments with all its stakeholders.

QM Program Reporting Structure and Accountability

The Brownstone Group, LLC management team has ultimate accountability for the oversight and effectiveness of the QM Program. The management team has delegated authority for QM Program implementation and planning to the multi-disciplinary Quality Management (QM) Committee. The firm’s CEO is administratively responsible for the direction and overall functioning of the QM Program and ensures allocation of adequate resources and staffing. The CEO is responsible for implementation of the QM Program. The management team reviews and approves the QM Program and QM Workplan at least annually, and at the time of any revision. The management team receives a quarterly summary of performance activity, and an annual QM Program evaluation of all QM activities from the QM Committee.

Role of Participating Contractors

The Brownstone Group, LLC’s participating contractors are informed about the Quality Management Program through the QM manual and our web site. Contractor participation also includes representation on the QM Committee and Public Policy Committee. Through these committees participating contractors

make suggestions related to the following activities:

• Credentialing and re-credentialing, including contractor performance issues.

• Peer review and feedback on proposed practice guidelines, assignment review criteria, assignment quality monitors and indicators, and any critical issues

  regarding policies and procedures.

• QI activities and corrective action plan recommendations for improvement to quality of client engagement and service.

Role of Employees, Contractors, and Clients

The Brownstone Group, LLC values are reflected in its belief that people should be viewed as resources and active participants in their engagements. Consequently, The Brownstone Group, LLC utilizes employees, contractors, and client input as a vehicle for constructive input to the quality management program. Employees and contractors participate on The Brownstone Group, LLC’s Public Policy Committee enabling them to provide input into service issues, which may impact The Brownstone Group, LLC’s policy and procedure. The Plan also utilizes employee and contractor suggestions that may be received through The Brownstone Group, LLC’s grievance or inquiry process.

Scope of The Brownstone Group, LLC Quality Management Program

The Brownstone Group, LLC Quality Management Program monitors and evaluates quality across the entire range of services provided by the Plan. QMP activities encompass The Brownstone Group, LLC’s Business and IT consulting programs. The QMP is intended to ensure the structure and processes that lead to desired outcomes for employees, contractors, and clients is in place. The scope of the QM Program includes:

• Financial Management Consulting Programs

• Structured Finance Consulting Programs

• Information Technology Consulting Programs

• Business Process Improvement Consulting Programs 

Quality Indicators

A major component of the quality management process is the identification and monitoring of meaningful quality indicators, which have the greatest impact and relevance, on overall quality of service to our clients. These key quality indicators are selected by functional areas along with associated goals or benchmarks and are approved by the Quality Management Committee. Measures are reported to the management team at least quarterly. All functional areas are responsible for prioritizing their resources to meet or exceed performance goals or benchmarks established for each indicator. When negative trends are identified, a corrective action plan is submitted to improve performance. Key quality indicators may include but are not limited to the following:

Complaints and Grievances

The Brownstone Group, LLC’s grievance policies and procedures have been developed to address client complaints, quality of service issues, and appeals. The grievance process provides a system for resolving client issues promptly and appropriately. The Plan also offers an expedited grievance process when there is an imminent and serious threat to our client’s business. The Brownstone Group, LLC’s CEO oversees and reviews findings from the grievance process; grievance policy changes are submitted to the QM Committee for review and approval as applicable.

Satisfaction Surveys

The Brownstone Group, LLC is a client-driven organization and therefore focuses on satisfaction as a key quality indicator. Satisfaction surveys are conducted with three key client groups: 

• Employee: An employee satisfaction survey is performed at least annually and measures employee opinions of client service as well as assesses training needs.

• Contractors: A contractor satisfaction surveys is performed at least annually. The surveys measure contractor’s opinions regarding client services being

   provided as well as assess training needs.

• Clients: A client satisfaction survey is conducted annually to assess performance in key areas. The results are used to improve service delivery to our clients.

Confidentiality

The Brownstone Group, LLC employees routinely review and maintain as confidential all information collected relating to: 

• Past and present members, including identity, as well as personal information

• Organizational planning and development

• Financial status of the organization 

All employees and contractors are expected to safeguard the confidentiality of client information with the highest regard.

Cultural Competency

The Brownstone Group, LLC is committed to ensuring that all employees, contractors, and clients are treated with dignity and respect concerning their values, culture, class, race, age, sexual orientation, ethnic background and religion. The Brownstone Group, LLC recognizes and values the cultural diversity of its employees, contractors, and clients and the impact it has on the value of service provided to each client. The Brownstone Group, LLC incorporates the following principles into its quality management program: 

• The importance of culture and diversity

• The assessment of cross-cultural relations

• Expansion of cultural knowledge, and

• The adaptation of services to meet the specific cultural and linguistic needs of our members

Quality Improvement Activities/Projects

The primary goal of The Brownstone Group’s QMP is to continuously improve client services. Through data collection, measurement, and analysis, aspects of client service that evidence problems can be targeted for corrective action. Data collected for quality improvement projects and activities are related to key indicators of quality that focus on client service. Data are statistically valid, reliable and comparable over time.

The Brownstone Group, LLC Quality Management Program Workplan and Evaluation

The Quality Management Program is reviewed and evaluated annually. The evaluation consists of a comprehensive analysis of the accomplishment of objectives, subcommittee activity, and the results of quality improvement activities and trending of indicator data. The evaluation assesses the overall effectiveness in improving the quality of client service delivered by as well as progress towards improving operations and influencing network wide practices. Barriers to achieving goals are identified and recommendations made to address those barriers. As a result of this analysis of the previous year’s findings, activities that need to be carried over into the next year are identified, and new activities proposed. The annual evaluation may also lead to identification of educational/training needs, the establishment and/or revision of policies and procedures, or the alteration of operations to minimize risks in the delivery of care and service.

It is the responsibility of the Director of Quality Management to prepare the evaluation and present findings and recommendations to the QM Committee, The Brownstone Group, LLC’s management team, and committees. Once the annual QM Program Evaluation is complete, the findings and recommendations resulting from the evaluation are incorporated into the next year’s QM Program Description and Workplan. 

Sincerely,

Lyncoya D. Simpson

President