Tailor Making the Future: Measuring Blue Care’s Model Coherency

ACSA IAHSA International Conference

2 September 2015

Photographs: Priscilla Crosson, Chuck Rice, and Larry Libowhttp://sites.middlebury.edu/middmag/files/2012/09/Priscillas-Skydive-062.jpg

Blue Care has 11,000 staff and volunteers.

We provide services from 260 sites across QLD and Northern NSW.

Blue Care Coverage

Disney Dream Photo Courtesy of Disney Cruise Lineshttp://cruises.about.com/od/disneydream/ig/Disney-Dream---Port-Canaveral/disney-dream-port-canaveral-8.htm

Our collaborative approach

Blue Care Tailor Made service model

Collaboration leads to innovation

Fish!

Blue Care powered by people

23FISH! AGENTS

11,000BLUE SWIMMERS

73STARFISH!

Photo © Disney.http://www.mouseplanet.info/gallery/d/91096-1/DCL_Dream-1_Disney_Dream-disney.jpg

Tailor Made Evaluation Strategy

Program logic framework:

• an explanation of the situation to be evaluated

• the Tailor Made enablers

• the Key Components or programs of the service model

• target audience

• the short, medium and long term impact

• assumptions and external factors

• Increased client satisfaction and quality of life

• Services match client goals and outcomes

• Staff attitudes reflect organisational values and Person Centred

Care

• Increase staff knowledge of Tailor Made.

• Decrease staff turnover

Desired outcomes at 3-4 years

We evaluated the following components of Tailor Made :

• Person Centred Care

• Caring – Memory Support Program

• Dying with Dignity – Palliative Care Program

And took into account the outcomes of the

• Client Satisfaction Survey

• Staff Satisfaction Survey

Collaborative approach between Blue Care Service Development Team and the

University of Queensland/Blue Care Research and Practice Development Centre

How are we doing in 2015?

Person Centred Care (PCC) evaluation

• Data measures and sources:

• Degree of infiltration of Person Centred Care in Blue Care

• PCC Self Assessment

• Person Centred Assessment Tool (PCAT)

• Client satisfaction

• Better Practice Australia survey

• Staff turnover

• Compliments and complaints

Person Centred Assessment Tool• >80% believe

• they have time to provide PCC• the organisation supports them in providing PCC

• Areas for improvement• More freedom to meet preferences• Quality interaction

Results - Person Centred Care

Person Centred Care

Self-Assessment

81 of the 122 elements rated

as ‘Fully Met’ by 65% or

more of services

Person Centred Care• Suffered stroke

• Individual support plan with a reablement focus

• Improve mobility

• Improve strength

• Avoid further in-home support

Client

Independent

Walks to the shops

Catches the bus

Joined a gym

Staff

Greater job satisfaction

through creative input

10 compliments to every complaint in community services

2-3 compliments to every complaint in residential services

No significant changes in complaints from 2011-2014

Results - Client satisfaction

Client Tracker

Overall satisfaction 90.3%

Increase in satisfaction of 3.3% from 2014

Results – Staff Satisfaction

BPA Survey

4632 returned surveys

47% felt TM had positive impacton their work environment

51% felt FiSH had a positive impact on what it’s like to work at Blue Care

Results – Workforce Analysis

Downward trend in staff turnover

17.1% in 2011

13.1% in 2014

Summary of findings

Positive demonstration of transition

from philosophy to actions

Service managers and teams believe 67%

of PCC elements are fully met

Client satisfaction results of 90%

Compliments to complaints are three to one

Our Blue Care Tailor Made Memory Support Services Program in action

• Data includes:

• Degree of infiltration of Person Centred Care into Blue Care Memory

Support Units

• Self-Assessment

• Understanding resident’s needs (TURNIP)

• Quality of life (DemQoL)

• Person centred design of our facilities

Tailor Made Memory Support Program evaluation

Results - Self Assessment

Results - Quality of Life

Service Manager self assessment

67% of the elements that define PCC in memory Support units

were met.

Quality of life is enjoyed at 70%

of a possible perfect score

0 %

quality

of life

100%

quality

of life70 % quality of life

Results - Incidence rates and psychotropic drugs

Results - Environment

Comparable score to other non purpose built facilities

Lower population density

More privacy

Only identified by facility, not specific MSU

http://pintast.com/wp-content/uploads/2014/05/amazing-love-quote-with-two-old-people-picture-13992844494ng8k.jpg

Tailor Made Palliative Care Program evaluation

• Data includes:

• After-death audits

• Type of death (unexpected versus expected)

• Place of death

• Hospital transfers

• Documentation of resident wishes

• Use of a palliative care case conference

• Use of an end of life care pathway

• Organisational audit

• Service-level self-assessments

ResultsAfter Death Audits

Some improvement is resident outcomes in first 6 months

Majority of Blue Care residents die within their home, the residential facility.

Increase in resident preferences for

• end of life documentation (Advanced Care Plan)

• use of case conferences

• end of life care pathway

Self Assessment

85% of community and residential services completed the self assessment

Organisational strengths identified in assessment tools, care planning and communication with the

person, family members and health professionals

Next steps

12 monthly re-evaluation

Actions to inform the 2015/16 FY program of work for Tailor Made

Disney Dream Photo Courtesy of Disney Cruise Lineshttp://cruises.about.com/od/disneydream/ig/Disney-Dream---Port-Canaveral/disney-dream-port-canaveral-4.htm