THE SA Innovation Hub Quality of Life Framework
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1 THE SA Innovation Hub Quality of Life Framework Frank Naso Wellness Director St Hilarion Aged Care Inc.
2 SA Innovation Hub Launched on 10 October 2014 by Minister Andrews Members desire to form an industry cluster Eligibility criteria of consistent quality
3 MEMBERSHIP OF THE SA INNOVATION HUB
4 Members of the hub working group Our partners: DoH DoH SA Office Quality Agency SA Innovation Hub COTA ACFA Dr Margot McCarthy Michael Culhane Josh Maldon Christine Steele Nick Ryan Mike Rungie Richard Hearn Andrew Larpent Jeff Fiebig Ian Yates Lynda O Grady
5 The current projects CDC in Home Care CDC in Residential Quality of Life Continuous Quality Improvement Accreditation Customer Engagement Complaints Governance Centre for Leadership and Excellence Workforce
6 What is quality of life? Standard indicators of QoL include not only wealth and employment, but also the built environment, physical and mental health, education, recreation and leisure time and social belonging.
7 of life Tools to Measure Quality of Life Personal wellbeing index (cognitive) Wellbeing; stable state of being well, feeling satisfied and contented. Elements of this tool assess satisfaction across 7 domains: health, personal relationships, safety, standard of living, what you are achieving in life, feeling part of a community and future security. Average Australian wellbeing score is 76.5% Below 60 consistently risk of depression Tool chosen validated, easy to use, works across residential, community and retirement living
8 Tools to Measure Quality of Life primary tool to measure quality of life Quality of Life AD (for cognitively impaired) The QOL-AD is a brief 13 item measure designed specifically to obtain a rating of the patients Quality of life from an interview with both the customer and the care givers/families. It was developed for individuals with dementia. The following questions are about the persons quality of life; Physical health Energy Mood Living situation Memory Marriage Family Friends Self as a whole Ability to do chores around the house Ability to do things for fun Money Life as a whole Ratings are poor, fair, good and excellent
9 Net Promoter Score The net promote score or NPS acts as a leading indicator of growth. Simple questions (sharing peoples thoughts) driving actionable customer insights to people throughout your organisation (customers, families, staff) - will drive continuous improvement.
10 Selected Tools for Quality of Life to measure quality of life Top line and benchmarking tools PWI QoLAD Net promoter score Deep Dive and optional tools WHOQoL-Bref CIMPACT PERMA
11 QoL Framework Underpinned by clearly articulated and understood framework, supporting each component of the Framework. Customer Metric Staff Impact Healthy Environment Partnerships Metric that enable the measurement QOL relevant to customers standard of living, personal relationships, preferences, feeling part of the community, achievement in life and spirituality. Net Promoter Score How likely are you to recommend this service to a friend or family? Net Promoter Score How likely are you to recommend this service to a friend or family? to customer or family of customer. Use benchmarking processes with Hub peers for continuous improvement, e.g. invited into CIMPACT process.
12 CONTINUOUS QUALITY IMPROVEMENT FRAMEWORK QUALITY OF LIFE Individuality, Dignity, Respect, Dreams, Goals, Health, Partnerships Person centred Quality of Life
13 CONTINUOUS QUALITY IMPROVEMENT FRAMEWORK QUALITY OF LIFE Customer Metric Top line: PWI or QOL AD (for cognitive impairment) Deep dive: Optional WHOQoL Action Plan Person centred Quality of Life
14 CONTINUOUS QUALITY IMPROVEMENT FRAMEWORK QUALITY OF LIFE Customer Metric Top line: PWI or QOL AD (for cognitive impairment) Deep dive: Optional WHOQoL Action Plan Person centred Quality of Life Staff Impact Staff: Net Promoter Score
15 CONTINUOUS QUALITY IMPROVEMENT FRAMEWORK QUALITY OF LIFE Customer Metric Top line: PWI or QOL AD (for cognitive impairment) Deep dive: Optional WHOQoL Action Plan Healthy envt. Top line: Net Promoter Score (NPS) Person centred Quality of Life Staff Impact Staff: Net Promoter Score Deep dive: Optional CIMPACT 26 Metrics Action Plan
16 CONTINUOUS QUALITY IMPROVEMENT FRAMEWORK QUALITY OF LIFE Partnerships Customer Metric Top Line: Benchmarking Optional: CIMPACT Top line: PWI or QOL AD (for cognitive impairment) Deep dive: WHOQoL optional. Action Plan Healthy envt. Top line: Net Promoter Score (NPS) Person centred Quality of Life Staff Impact Staff: Net Promoter Score Deep dive: Optional CIMPACT 26 Metrics Action Plan
17 Customer Metric Person Centre care for Quality of Life Outcomes Customer Metric Required Top Line Tool measured 6 monthly Cognitive customer Personal Wellbeing Index (PWI) Customer with reduced cognition Quality of Life AD tool Areas for improvement identified WHO Quality of Life-BREF utilized for Deep Dive (optional) Nil areas for improvement identified No further follow up required Evaluation and Analysis of Data Action Plan developed and implemented Interventions Implemented Redo WHOQoL
18 Staff Impact Person Centre care for Quality of Life Outcomes Employee Impact Top Line Tool measured annually NPS incorporated into staff survey Optional Areas for improvement identified CIMPACT (optional tools) utilized for deep dive Nil areas for improvement identified No further follow up required Evaluation and Analysis of Data Data collated & analysed for future reference Action Plan co-productively developed and implemented
19 Healthy Environment Person Centre care for Quality of Life Outcomes Healthy Environment Top Line Tool measured 6 monthly NPS Family and Customer Areas for improvement identified Deep Dive required CIMPACT 26 metrics (optional) Nil areas for improvement identified No further follow up required Evaluation and Analysis of Data Data collated & analysed for future reference Action Plan co-productively developed and implemented
20 Partnerships Person Centre care for Quality of Life Outcomes Partnerships Organizational Consumer Employees Partnership Checklist Consumer Coproduction Checklist Employee Coproduction Checklist Evaluation and Analysis of Data Nil areas for improvement identified Action Plan co-productively developed and implemented Data is collated and analysed for future reference
21 CQI SURVEY SCHEDULE QUALITY OF LIFE Target Qtr 1 Qtr 2 Qtr 3 Qtr 4 Framework Documented Framework for measuring QoL Yes Framework in place and operating Customer QoL CUSTOMER: PWI Cognitive Impairment: QOL AD 2 per yr Employee Impact STAFF Net Promoter Score (NPS) 1 per yr Healthy envt. CUSTOMER/FAMILY Net Promoter Score (NPS) Partnerships PARTNERSHIPS Checklists 1 per yr
22 CQI DASHBOARD QUALITY OF LIFE BENCHMARKING Framework Framework for measuring QoL Peer Group Org X Org X Site 1 Y/N Org X Site 2 etc Customer QoL Top line: PWI or QOL AD (for cognitive impairment) Employee Impact Staff: NPS Healthy envt. Partnerships Top line: Net Promoter Score (NPS) Top line: Checklist Peer Groups in categories, eg. Rural/remote vs Metro, Residential vs Community, Dementia, Special needs, customer vs family
23 Where are we today? Trial of QoL tools - PWIs, Qol AD, and NPS conducted by Hub Members. Raw data collected Feedback: easy to use by providers (Large/Small). Consumers found questions easy to understand and relevant. Results identified areas for improvement and interventions implemented. Step Forward Project QoL framework being trialled both with community and residential clients May 2016.
24 Any Questions?
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