This indicator provides information on the overall experience of home care patients. It reports the percentage of home care patients who were satisfied with the services provided by their LHIN home and community care services, with the handling of their care by their care coordinator and with the services provided by their service provider organization. It is the percentage of home care patients who responded "good", "very good", or "excellent" on a five-point scale to three survey questions about their experiences. A higher percentage is better.
Numerator divided by denominator times 100
The sum of the number of positive responses ("good", "very good", or "excellent") registered for each of the three questions that form the KPI 1 Score for the overall experience rating:
Question 4: Overall how would you rate the services that you received from your LHIN and any of the individuals who provided care to you?
Question 24: Overall, how would you rate the management and handling of your care by your case manager?
Question 39: Overall how would you rate the x service provided by y (where x is any of: nursing, personal support, physiotherapy, occupational therapy, nutrition/dietetics, speech and language, or social work and y is the name of the service provider)?
The sum of the weighted responses are used. Post-sample weighting is applied to adjust for disproportionate sampling and to ensure that the reported survey results are representative of the actual population served by the LHIN
Possible responses for all 3 questions: poor, fair, good, very good, or excellent
Number of total responses to the three questions comprising KPI 1 minus the total number of responses not applicable to these questions.
General survey Inclusion criteria:
All unique active or discharged patients receiving in-home services and discharged patients to placement in one of the following categories during the specified time period:
- admission final
- withdrawn, interim became final
- withdrawn, placement by other LHIN
- refused bed.
General Survey Exclusion criteria:
1. Excludes patients who received in-school service only
2. Nursing clinic services
3. Respite services
4. Medical supplies and equipment
5. End-of-life patients (SRC 95)
6. Clients not yet categorized (SRC 99)
7. In-home patients classified as out of region
8. Convalescent care patients
Other exclusions: Home care patients with hospital or death discharges; patients on hold in hospital; patients with a claim against the LHIN or before the Ontario Health Services Appeal and Review Board.
Question specific exclusion criteria: Respondents are excluded if they did not know the case manager or have not seen or spoken to the case manager, do not recall the in-home service, or were surveyed about placement services.