The Critical Role of the Client and Caregiver Experience

As I noted in a previous post, the client and caregiver experience plays a critical role in how we plan and assess our services.   Our commitment to our clients is twofold:  we want to hear about their experiences, and we want to use that information to continuously improve our services.

In keeping with this commitment, we survey representative samples of our clients and their caregivers on a quarterly basis to ask about their experience with the services that we and our contracted partners have provided. 

Over the last three years, we have gathered statistically-meaningful data from 3,583 Central West CCAC clients and caregivers.  The overall scores have been encouraging; when asked about their case managers, service providers, and care overall, 9 out of 10 clients indicated a positive experience with CW CCAC services.  However, our vision, Outstanding Care – Every Person, Every Day compels us to address any areas of our service delivery in which the client experience was not as positive – not as “outstanding” – as possible.   

We own our results.  A positive, quality experience – and “quality” is largely defined by our clients themselves – is only possible when we insist that we, and those we work with, leverage every opportunity to foster excellence.  To ensure that this occurs, we are working with our internal staff and contracted service providers to build quality improvement plans and are developing outcome indicators that measure clinical and health outcomes against best practices.  It is the intersection of these three measures – a positive client experience, best-practice care, and a positive effect on overall health – that helps us determine whether we are providing truly quality service to our clients.

Are we always perfect?  No.  But asking the our clients the right questions, honestly reflecting on the responses, and making changes as needed is the best way I know to ensure that the voices of our clients are reflected both in our processes and their experiences.


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