Quality Performance Measures

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Quality Performance Measures

• Presentation Derived from Martin Kettners
  Measuring the Performance of Human Service
  Programs, Sage, 1996

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Quality Measures I

• Accessibility The program is easy to access
• Assurance Program staff are friendly, polite,
  considerate, knowledgeable
• Communication Program information is provided in
  simple understandable language
• Competency Program Staff possess the requisite
  knowledge skills

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Quality Measures II

• Conformity The service meets established
  standards
• Courtesy Program staff demonstrate respect
  toward clients
• Deficiency The program is missing a character or
  element
• Durability The programs performance or results
  do not dissipate quickly

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Quality Measures III

• Empathy Program staff attempt to understand
  clients needs and provide individualized
  attention
• Humanness The program is provided in a manner
  that protects clients dignity and sense of self
  worth
• Performance The program accomplishes its
  intended purposes

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Quality Measures III

• Reliability The program is operated in a
  dependable and reliable manner with minimum
  variation through time or between clients

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Quality Measures IV

• Responsiveness The program delivery is timely
• Security The program is provided in a safe
  setting free from risk or danger
• Tangibles the appearance of the facilities,
  equipment, personnel, and published materials
  involved in a program delivery are appropriate

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Approaches to Quality Performance Measurements

• Outputs with Quality Dimensions
• focus service quality
• data source agency record

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Approaches to Quality Performance Measurements

• Client Satisfaction
• foci Service quality Service Results (impacts,
  effects benefits)
• data source client satisfaction surveys

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Outputs with Quality Dimension Approach 3 Steps

• Step 1 select the quality dimensions to be used
• Step 2 Relate the quality dimensions to specific
  characteristics of human service programs
• Step 3 Graft the quality dimensions to
  intermediate out performance measures.

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Performance Measure Reminder

• Intermediate Outcomes involve episodes,
  contacts, unit of service, or a material unit of
  service
• Final Outcomes involve service completions

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Step 1 Selecting Quality Dimensions

• Agencies will want to select the quality
  dimensions of reliability, responsiveness, and
  timeliness. Selection of additional quality
  dimensions will vary with the agency

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Step 2 Translating Quality Dimensions (Examples)

• Information Referral
• Reliability number of appropriate referrals made
  in a unit of time
• Responsiveness Callers connect to IR services
  on the first attempt

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Step 2 Translating Quality Dimensions (Examples)

• Home Delivered Meals
• Reliability number of meals in a period of time
  that are delivered hot (180 degrees)
• Responsiveness number of meals delivered on time.

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Step 2 Translating Quality Dimensions (Examples)

• Counseling
• Reliability number of clients seeing the same
  counselor from visit to visit over a period of
  time.
• Responsiveness Average time it takes agency to
  schedule an appointment with client and actually
  see them.

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Step 3 Grafting Quality Dimensions

• Information Referral
• reliability one appropriate referral
• responsiveness one caller connecting 1st time
• Counseling
• reliability one hour of service with counselor
  of record
• responsiveness one hour of service with
  appointment starting on time
• Home Delivered Meals
• reliability one hot meal delivered
• responsiveness one delivered meal on time

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Client Satisfaction Approach

• Step 1 Selecting Quality Dimensions
• Step 2 Translating Quality Dimensions
• Step 3 Developing Survey Questions

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Step 1 Selecting Quality Dimensions

• Determine which quality dimensions are most
  important to your clients by reflecting on those
  things which clients and staff most frequently
  complain about and praise about agency services.
  Then assume there are other dimensions which
  should be important to clients but which you
  may not be hearing about. Then start looking...

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Step 2 Translating Quality Dimensions

• Information Referral
• reliability appropriate referrals
• responsiveness calls answered first time
• Home Delivered Meals
• reliability meals arrive hot
• responsiveness meals arrive on time
• Counseling
• reliability clients see same counselor
• responsiveness clients not kept waiting

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Step 3 Developing Survey Questions

• Use of Direct Questions E.G. Overall, how
  satisfied are you with the counseling program
• Use of Likert Scale Responses E.G.
• Very Dissatisfied Very Satisfied
• 12.3.4..5