1. 2/25/2019 2:50 AM
How is Quality Defined?

2. Appropriately Resourced
A scan of the environment identifies many dimensions that define the concept of quality
Integrated
Safe
Effective
Population-focused
Equitable
Efficient
Client-centred
Acceptable
Accessible
Value/Cost
Appropriately Resourced
Appropriate
Coordinated

3. Which of these groupings of dimensions are included in the Excellent Care for All Act (ECFAA)?
Efficient, Equitable, Coordinated, Appropriate, Value/Cost
Safe, Effective, Accessible, Integrated, Client-Centred
Appropriately Resourced, Efficient, Accessible, Population Focused, Client-Centred, Effective
Safe, Efficient, Accessible, Integrated, Client-Centred
None of the above
So here you would introduce the question and wait a few moments….

4. Customer Satisfaction
If your organization has a corporate scorecard, how do the quality dimensions align?
If you have a corporate scorecard & intend to monitor only one scorecard,
insert quality indicators into the “Internal Process” & “Customer Satisfaction” quadrants.
If you don’t have a scorecard and are just starting, you might want to create a
Quality Scorecard, using these 5 Quality Dimensions included in Health Quality Ontario’s template for Quality Plans.
If you have a Quality Committee, and you have a Corporate Scorecard reviewed by your Board,, you might wish to develop a separate Quality Scorecard for detailed review by your Board Quality Committee, aligned with your Quality Plan.
Corporate Scorecard
Customer Satisfaction
Internal Process
Finance
Learning & Growth (HR, staff development)
Access
Effective
Safe
Quality Scorecard
Person-centred
Integrated

5. What types of indicators might fit into these dimensions of quality?
Safe
Effective
Accessible
Client Experience
Integrated
# Adverse Events (incidents resulting in harm)
Falls
Pressure Ulcers
Medication Errors
Infections
Link to ROPs for CSS
[# Staff Injuries Resulting in Absenteeism]
% Clients with High/Very High MAPLe Scores Supported by CSS in the Community
% Clients with Stable or Improved Functional Ability
% Clients with All Goals Met at Discharge
Receipt of Services within ___ Days of Admission
# Days from Referral to Assessment
# Days from Referral to Treatment
Average # Days on Wait List
# Clients Waiting for First Service
Time from Referral to Service Initiation
Time to Fill Vacancies
90th Percentile Wait Time for CSS Services
90th Percentile Wait Time Transitioning from Hospital to CSS or Between CSS Agencies
Service Denial
% Clients Satisfied with Services Received
% Clients Who Would Recommend Services to Others
Questions related to:
Provider Continuity
Engagement of Client/Family in Goal Setting
Satisfaction with Transition Planning
Service Affordability
Services Contributed to Ability to Stay at Home
Difficulty in Accessing Service
# Complaints
% Clients with Unplanned Hospitalizations
Readmissions to Hospital for CSS Clients within 30 Days of Discharge
Repeat ED Visits for Clients Classified as CTAS 4, 5

6. Into which Quality Dimension would you include the following indicators?
1. Safe
2. Effective
3. Accessible
4. Client Experience
5. Integrated
# Falls Resulting in Injury
% Clients with Repeat ED Visits
% Clients with Stable or Improved Functional Ability
# Days between Medication Errors
# Client Complaints about Wait Times
Average Number of Days from Assessment to Service Initiation

7. To Summarize….
How do we define quality? In Ontario, to align with ECFAA, quality is defined using the following five dimensions: Safe, Effective, Accessible, Client-Centred & Integrated.
Depending on the type of service you deliver, there are a variety of indicators that can be monitored within each of the 5 quality dimensions. These should be outcome measures, and should answer the question: How would we know our service deliver is Accessible? How would we know it is Effective? Etc…