Family Involvement andQuality

Ljubljana 7th of June 2007

Overview

1992

• age range: 18 - 30

• 85-90% living with the family of origins

• 78% first tc treatment

• family involvement condition for admission

• 62 volunteers in parents association

• 0% substitution

• 0% through justice system

2007

• age range 32 - 55

• 12% living with the family of origins or own family

• 100% have had different treatments before (tc & others)

• family involvement is no condition for admission

• 11 volunteers in parents association

• 98% substitution

• 63% through justice system

Quality

• Quality of the facility (technical efficiency)

• projected quality (the facility thinks to deliver)

• delivered quality (the really delivered quality)

• foreseen quality (the quality expected by the client, which becomes the perceived quality)

CLIENT’S SATISFACTION

Donabedian, 1990

ELEMENTS OF SERVICE QUALITY

STRUCTURE

PROCESS

RESULTS

STRUCTURE

organization, building, furniture..., professional staff, size of the organization, tools, ability to “welcome”, professionality of the personnel

PROCESS

the treatment process: all activities that involves staff and clients (comunication, ability to build treatment, interpersonal relations based on empathy...).

RESULT

improvement of health, as result of the delivered treatment

AIMS OF EVALUATION OF THE CLIENT’S SATISFACTION

•Retainment in treatment•Improvement of the compliance•Promotion of cooperation in treatment•Shortening of treatment•Reduction of abusive events •Increasement in suggesting the program to other possible clients•Identification of problems•Solutions•Evaluation of the treatment system

SATISFACTION IS…

SUBJECTIVE

RELATIVE

MULTI FACTTORIAL

MULTI DIMENSIONAL

FACTORS WHICH INFLUENCES THE DEGREE OF SATISFACTION

• age• education

• ethno-cultural back ground

• social status

• health

• gender

•...

Components of satisfaction

Structure

Interpersonal

accomodation

threshold

burocratic factors

tools, equipement

costsgeneral quality

professinality of the staff

multi factorial focus

accessibility of information

relation skills of staff

Definition of the individual project

Analisys of needs and work out of the goals/Observation and diagnosys

There exists an intake/welcoming procedure

Sub-process

Macro phase of the intake process

1.1.Presence of specific Presence of specific trained staff for the trained staff for the intake/welcomingintake/welcoming

2.2.Clearing of the client’s Clearing of the client’s request request

3.3.Explication of the Explication of the interventions interventions connected to the connected to the expressed needsexpressed needs

4.4.Explication of the Explication of the program (service program (service charta) to the clientcharta) to the client

Definition of the individual project

Analisys of needs and work out of the goals/Observation and diagnosys

There exists an intake/welcoming procedure

Sub-process

1.1.DefinitionDefinition of a referral of a referral staff for the analsys staff for the analsys of needsof needs

2.2.Analisys of needs and Analisys of needs and the resources of the the resources of the clients and the clients and the contextcontext

3.3.First orientation First orientation 4.4.Explication of the Explication of the

complex diagnosys: complex diagnosys: (multidimension and (multidimension and first definition of the first definition of the goals by the working goals by the working team)team)

5.5.Sharing the project’s Sharing the project’s goals with the clientgoals with the client

Macro phase of the intake process

Definition of the individual project

Analisys of needs and work out of the goals/Observation and diagnosys

There exists an intake/welcoming procedure

Sub-process

1.1.Explication of the Explication of the project’s decision project’s decision criteriascriterias

2.2.Explication of the Explication of the length of the foreseen length of the foreseen activities activities (interventions and (interventions and monitoring) consistant monitoring) consistant with the goalswith the goals

3.3.Assignment of a Assignment of a case/care manager case/care manager and of the other staffs and of the other staffs who will be the who will be the referralsreferrals

4.4.Involvement of other Involvement of other services in the project services in the project definitiondefinition

5.5.Sharing of the Sharing of the individual projectindividual project

Macro phase of the intake process

Conditions for a good practice

• Who are we (identity): history, mission, principles and values

• what do we offer, to whome, how: target group, facilities, activities, how to access, how do we function

• Quality assurance and protection of the clients: what has been negociated with the clients, complains, monitoring of satisfaction

2. For whome ?• clients

• other services (health insurance, mental health,…)

• other stakeholders

Service charta