Client-Centred Rehabilitation - Arthritis Community Research ...

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Table 3: System Level Indicators of Client-Centred Care
CONCEPT DEFINITION
INDICATORS
Client
involvement in
service planning
Client perspectives need to be incorporated
into the planning and provision of services.
This involvement should be meaningful.
• clients as members of
planning groups
Evaluation of
system from
client’s
perspective
Needs to go beyond global ratings of
satisfaction to include explicit feedback
about concrete aspects of the client’s
experience.
• focus groups
• questionnaires
(WASCANA, Picker)
• telephone surveys
• checklist of methods
System-response
to client
feedback
Systems should be in place to respond to
client feedback.
• quality improvement
measures present that
incorporate client feedback.
• what mechanisms are in
place
Accessibility
At the system level, issues of access
include the need for one or more , clear,
identifiable access points into the
rehabilitation system.
• direct access to service
• self-referral
• choice of health provider
• facilitators identifiable
within the system
Coordination
/continuity
The provision of an effective continuum of
service requires high levels of collaboration
not just among professionals on a single
health care team but among multiple
professionals on several teams and often
across organizational boundaries. This
“inter-teamwork” is necessary to minimize
duplication and avoid gaps and
fragmentation in service delivery.
• inter-team communication,
goal setting, decision-making.
• channels of communication
• patterns of referral and
decision-making
• allocation of resources
• boundary crossing functions
of team members