home-care-client-satisfaction - Health Quality Ontario (HQO)

INDICATOR NAME

Name

Home Care Client Satisfaction

Alternate Name

Home care clients who were satisfied with their coordination and service providers

INDICATOR DESCRIPTION

Description

This is the percentage of publicly funded home care clients, of all ages, who rated their home care coordination and service provider(s) as excellent, very good, good, fair or poor.

HQO Reporting tool/product

On-Line Public Reporting, Public Reports (annual report, bulletins and theme reports), Quality Improvement Plans (QIPs)

Dimension

Patient-centred

Type

Outcome

DEFINITION AND SOURCE INFORMATION

Unit of Measurement

Percentage

Calculation Methods

Numerator divided by denominator times 100

Numerator (short description i.e. not inclusions/exclusions)

The number of responses ("excellent, "very good", "good", "fair", "poor") registered to each of the three questions that form the KPI 1 Score for the overall experience rating:

1. Overall rating of LHIN home and community care services

2. Overall rating of management or handling of care by their Care Coordinator

3. Overall rating of service provided by service provider

Denominator (short description i.e. not inclusions/exclusions)

The number of total responses to the three questions comprising KPI 1 minus the total number of responses not applicable to these questions.

Adjustment (risk, age/sex standardization)- generalized

None

Data Source

Client and Caregiver Experience Evaluation (CCEE) Survey

Data provided to HQO by

Health Shared Services Ontario (HSSO)

Reported Levels of comparability /stratifications (defined)

Region, Time

OTHER RELEVANT INFORMATION

Caveats and Limitations

Several types of home care clients and services are excluded (e.g. end-of-life clients, respite services, nursing clinic services), suggesting these results cannot be widely applied to all home care clients and all home care services. Caregivers were surveyed in place of clients in the event any of the following criteria were met: 1) Client is <19 years of age at time of sample selection 2) Client is identified as cognitively incapable 3) Client is discharged from placement with one of the four discharge dispositions listed under the General Survey Inclusion Criteria Surveying may be done while a person is still a home care client. They may feel like they cannot respond honestly because of risk to their services. This is mitigated by the survey not being conducted by the provider.

Comments Summary

** This indicator is retired for 2020/21 QIP **. This is a Quality Improvement Plan (QIP) priority indicator for 2018/19. To access your organization's data for the reporting period, refer to Health Quality Ontario's QIP Navigator. Alternatively, to access your organization's data for this indicator, refer to the NRC Canada eReports website.