Quality Performance Measures
Presentation Derived from Martin & Kettner’s
Measuring the Performance of Human Service Programs, Sage, 1996
1.
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
2.
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 program’s
performance or results do not dissipate quickly
3.
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
4.
Quality
Measures III
- Reliability: The program
is operated in a dependable and reliable manner with minimum variation
through time or between clients
5.
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
6.
Approaches
to Quality Performance Measurements
Outputs with Quality Dimensions
- focus: service quality
- data source: agency record
7.
Approaches
to Quality Performance Measurements
Client Satisfaction
- foci: Service quality
& Service Results (impacts, effects benefits)
- data source: client satisfaction
surveys
8.
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.
9.
Performance
Measure Reminder
- Intermediate Outcomes: involve
episodes, contacts, unit of service, or a material unit of service
- Final Outcomes: involve
service completions
10.
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
11.
Step 2:
Translating Quality Dimensions: (Examples)
Information & Referral
- Reliability: number of
appropriate referrals made in a unit of time
- Responsiveness: Callers
connect to I&R services on the first attempt
12.
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.
13.
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.
14.
- reliability: one appropriate
referral
- responsiveness: one caller
connecting 1st time
Home Delivered Meals
- reliability: one hot meal
delivered
- responsiveness: one delivered
meal on time
15.
Client Satisfaction
Approach
- Step 1: Selecting Quality
Dimensions
- Step 2: Translating Quality
Dimensions
- Step 3: Developing Survey
Questions
16.
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…...
17.
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
18.
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
1……………2………….3………….4…………..5