Enhancing Care for Older People - Health Service Executive

Facilitator Guidance for
Claims, Concerns and Issues
(CCIs) Exercise
Claims, Concerns and Issues (CCIs) can be carried out as part of a formal evaluation or can be
used within various elements of PD. CCIs can, for example, be used to evaluate how effective
a meeting was, or can be used to set an agenda. Issues that arise on a ward can also be
addressed using CCI. This is a collaborative exercise.
Claims, Concerns and Issues originated from Guba and Lincoln (1989) Fourth Generation
Evaluation work.
• Claims are favourable assertions about the topic you are evaluating.
• Concerns are any unfavourable assertions about the topic and its implementation.
• Issues are questions that may be raised about the topic and its implementation; they
usually arise from concerns.
The group should use “how?” and “what?” questions to address the issues identified, for
example, if the concern was about poor communication within the unit.
The question could be:
• What can we do to improve our communication?
• How can we ensure that our communication within the unit is more effective?
Facilitating CCIs
You will need a flip chart, easel, paper and a pen. You may need three post-it notes.
Put up three headings (Claims, Concerns, Issues) on a flipchart sheet. Invite group members
to put forward their claims first, followed by their concerns. Ensure the suggestions from
each member are all captured and not discussed or modified by other group members. Give
the group members an opportunity to add any final contributions. The facilitator should ask
group members to identify any questions that can be developed from either the claims or
concerns. Remember to use the “how?” and “what?” questions.
Develop action and evaluation plans from the work to be undertaken.
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Appendix 10