Measuring what people get from mental health and addiction services: Expectation, satisfaction or experience

Transcription

1 Measuring what people get from mental health and addiction services: Expectation, satisfaction or experience Consultants: Jackie Crowe Dr Cheryl Reed Tim Coombs PhD Sharing Information to Improve Outcomes An Australian Government funded initiative A joint Australian, State and Territory Government Initiative

2 What we will cover today Terminology Survey development Experience surveys Reporting Co-design and Quality Improvement What do you want to get out of today?

3 Welcome Who we are You and your world

4 Terminology Directing the conversation A joint Australian, State and Territory Government Initiative 4

5 Terminology Expectation: a strong belief that something will happen or be the case based on your knowledge. Satisfaction: fulfilment of one's wishes, expectations, or needs, or the pleasure derived from this. Experience: an event or occurrence which leaves an impression on someone. 5

6 What park do you expect? 6

7 Which mental health service do you expect? 7

8 How do expectations impact on experience? 8

9 How do we moderate the impact of expectations? Positively weight scales Strengthen value-base of questions Look at relative results Triangulate all data and have a conversation with consumers and carers 9

10 Experience survey data Other data (workforce surveys, evaluations, audits etc) Start a conversation with consumers and carers Clinical data (effectiveness data, risk, etc) Independent reports (community visitors, etc) Feedback (complaints and compliments) 10

11 Experience surveys What s around 2pm A joint Australian, State and Territory Government Initiative 11

12 PATIENT SATISFACTION IN A NSW PUBLIC OPIOID PHARMACOTHERAPY CLINIC

13 CLIENT SATISFACTION QUESTIONNAIRE (CSQ-8) (ACT embeded) 1. How would you rate the quality of service you have received? 2. Did you get the kind of service you wanted? 3. To what extent has our program met your needs? 4. If a friend were in need of similar help, would you recommend our program to him or her? 5. How satisfied are you with the amount of help you have received? 6. Have the services you received helped you to deal more effectively with your problems? 7. In an overall, general sense, how satisfied are you with the service you have received? 8. If you were to seek help again, would you come back to our program? Attkisson, CC & Greenfield, TK 2004, The UCSF Client Satisfaction Scales: I. Client Satisfaction Questionnaire-8, in ME Maruish (ed.), The use of psychological testing for treatment planning and outcomes assessment, 3rd edn, Lawrence Erlbaum Associates, Mahwah, N.J., vol. 3, pp

14 Drug and Alcohol Services South Australia (DASSA) How the staff treat you at this clinic The way that you re included in decisions about your treatment The way that you re included in decisions on how the clinic is run The physical environment for patients at this clinic The way the clinic responds to complaints from patients How effective this clinic has been helping you with your problems The amount of information this clinic gives you about your treatment Terrible/ Most unsatisfactory/ Neither good nor bad/ Most satisfactory/ Excellent/ Unanswered Would you recommend this clinic to a friend who needed treatment No, definitely/ No, with reservations/ Wouldn t matter either way/ Yes, with reservations/ Yes, definitely/ Unanswered 14

15 Consumer and Carer Experience Surveys YES Survey Application Related surveys Adult Public Mental Health Community Managed Organisations Inpatient Community Residential Non-Residential Carer Experience Survey Primary Health Network? Children and Adolescents? Parents and Carers Survey

16 Domains themes across surveys and policy Overall experience Making a difference Providing information and support Valuing individuality Supporting active participation Showing respect Ensuring safety and fairness 16

17 Survey development Literature review/ environmental scan Forums, expert groups, group groups, feedback forms Cognitive interviews Field trials and debrief Test Reliability Does a survey already exist? What do you want to measure? What are the issues? What are the words, language, scales people use? Do the questions make sense when you put it all together? How does the survey work in practice? Do the theoretical and statistical models make sense? Does the survey give consistent results over time?

18 Reporting 2:30 pm A joint Australian, State and Territory Government Initiative 18

19 Reporting Who are you reporting to? Have you considered? The type of scales used Semantic - %, combine codes Numeric - %, combine codes, means Purpose of the reporting Information Benchmarking Quality improvement Tracking performance over time

20 20

21 Co-production, co-design and quality improvement Maximising participation A joint Australian, State and Territory Government Initiative 21

22 Co-design video 22

23 Co-design video 23

24 What is Co-production/ Co-design? (activity) Small group activity What is it? How would we know what it is? How can you tell when it is done well?

25 Core values Use/Quality Improvement Co-production Analysis and Reporting Information collection How do you treat participants as collaborators rather than subjects? How do you honour peoples limits? How do you consider their cultural expectations?

26 Improvement (activity) What could you do to change consumer experience? How could you make co-design/production work within your organisation?

27 Thank You