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

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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…


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