Quality Assurance

Providing quality services and effective outcomes are vital to the operation of all services. Therefore, PAIS, Inc. maintains a comprehensive Quality Assurance Program to ensure that effectiveness, efficiency, and client satisfaction is maintained in all our services. 

The Quality Assurance Program consists of following components:

Client/Guardian Satisfaction Survey

Satisfaction Surveys are mailed to each client and/or guardian twice each year.  Upon completion, the surveys are returned and the results summarized in a report.  This report identifies areas for continued improvement in our service delivery based on the client’s and/or guardian’s comments and suggestions. 

QA Review

General, as well as focused, reviews of all processes are conducted by the Quality Assurance Director at the discretion of the Quality Assurance Director and the Waiver Coordinator/Executive Director.  Items and processes reviewed include Personnel Files, Client Clinical Charts, Program Charts, Progress Notes, Billing, Direct Service Delivery, and Nursing Services.  The Quality Assurance Director utilizes the Title XIX tool to review each location.   

Internal Review Committee

The Internal Review Committee, composed of the Executive Director, the Quality Assurance Director, the Nursing Director, and the Clinical Directors, meets monthly and reviews the following items:

  • QA Reviews
  • Reports of Abuse/Neglect and Critical Incidents
  • Local / Location Internal Review Committee Minutes
  • Staff Turnover
  • Staff No Calls / No Shows
  • Staff Disciplinary Actions
  • Staff Schedules and Hours Worked
  • Human Rights Committee Minutes / Activity
  • Client Grievances
  • Staff Grievances
  • Discharges
  • Admissions
  • Billing Audits 
  • Interagency Agreements

Upon completion of the meeting, a report summarizing the review process and making recommendations is provided to each Clinical Director for corrective and/or preventative action.  The progress of each Clinical Director in following up on the recommendations made in the report is then reviewed at the next monthly meeting.


Meet the Quality Assurance Director, Mary Lea Wilson!

Hello. My name is Mary Lea Wilson. I currently work as the Quality Assurance Director for PAIS. 

I graduated from West Virginia University in 1983 with a Bachelors Degree in Psychology.

I have more than 25 years experience in the MR/DD field. This experience includes working at various positions in a group home setting, as an instructor at a day program in a comprehensive behavioral health center, as a Service Coordinator, and as the Assistant Clinical Director of the PAIS Parkersburg office.

My other interests include being a Lifetime Member of the Girl Scouts of the United States of America, a volunteer instructor for the American Red Cross and a member of the Board of Directors for the West Virginia Interstate Fair and Exposition.