Manual Wheelchairs - World Health Organization

More documents

Recommendations

Info

servIce delIvery I 93 Feedback from users In addition to the routine collection of monitoring information, it is recommended that services establish methods of regularly gathering feedback from users and their families. There are several ways in which such feedback can be gathered. • A few questions about the service can be formulated and put to users after they have received their wheelchair. • A short questionnaire can be developed, asking users for their thoughts on the performance of the service. This could be offered to every user or to a specified number of randomly selected users each month. • Users can be encouraged to write down their impressions of the service and post them in a “feedback box”. Feedback can be anonymous, thus allowing people to feel more comfortable about providing honest feedback. It is important to note that this type of system is open only to those with a sufficient level of literacy, and should therefore not be the only method used to gather feedback. Analysing collected information The information collected through regular monitoring and user feedback will be most useful if it can be centrally stored and organized. A basic database can be very useful for this where computers and personnel are available. Alternatively, information can be organized and analyzed manually. Once information is organized, it is possible to measure how the service is performing against the performance targets. A regular analysis of information can be used to identify problems and action can be implemented to solve the problems. For example, if fewer referrals than expected are being received, a service may choose to contact all referral sources to remind them about the service or offer additional training. 3.5.3 Evaluation An overall evaluation is more comprehensive than ongoing monitoring. An evaluation provides an overview, highlighting the service’s strengths and weaknesses. Previous evaluation reports can be used as a basis for subsequent evaluations. Service evaluations can be carried out externally or internally. An external evaluation involves having one or more people from outside of the service carrying out the evaluation. This can be useful, as external evaluators will view the service from a different perspective. Internal evaluations can be carried out by one or more personnel who have been designated the responsibility to gather and analyse the necessary information. The use of computers in data collection, programme monitoring and follow-up will facilitate the evaluation of service provision. Table 3.6 provides some suggestions for gathering evaluation information for some key service areas. 3
94 I guIdelInes on the provIsIon of manual wheelchaIrs In less resourced settIngs Table 3.6. Suggestions for gathering evaluation information for some key service areas Service area Evaluation information Quality of service delivery Users served and the intervention they received Cost of service, including cost of products and service delivery Staffing (numbers of personnel and their roles and competences) Facilities and equipment available to the service Impact on users and their families The good practice recommendations made in Section 3.3 of these guidelines can be used as criteria to assist in evaluating the quality of service delivery. Information from ongoing monitoring should enable evaluators to quantify the number of users provided with a wheelchair, training and follow-up; the different types of wheelchair provided; and the number of users with needs that could not be met by the service. A thorough evaluation would also include information on users accessing the service, including age, gender, ethnicity, disability and home location. Information from ongoing monitoring should enable evaluators to review and summarize the cost of the service. An audit of accounts may also be used to determine the cost of products and services. evaluators can assess numbers and roles of personnel by talking to service management or reviewing personnel records. Staff competences can be assessed by observing personnel carrying out their duties. Some of the good practice recommendations in Section 3.3, the personnel roles described in Section 3.4.3 and the clinical competences summarized in Section 5.3.3 can be used as criteria to assist in evaluating personnel competence. Staff educational records should be reviewed to help determine competences and professional development. Feedback from users and individual interviews with personnel can help to identify strengths and weaknesses in the staffing structure. evaluators can assess the suitability of facilities and equipment by observing the service in practice. Feedback from users and individual interviews with personnel can help to identify any strengths and weaknesses in service facilities. Information may be gathered from users and their families on the impact of the service. Measures can include increased participation in family or community activities (for example education, employment in or outside of the home, participation in social activities) and increased earning potential of wheelchair users or their families. Methods of gathering information include the following. • Evaluators may review assessment and follow-up forms. Assessment forms can provide information about users and their families before they receive a wheelchair through the service. Follow-up reports can provide information about how the service has affected the lives of the user and his/her family. • Home visits will enable evaluators to meet the users of the service and see for themselves what impact there has been. Home visits may provide additional information not gained through a follow-up appointment carried out at the service. • A detailed survey may be developed to assess the service impact on the quality of life of users, including participation in school, employment and other activities. • Users (and family members) may be gathered as a focus group to provide evaluators with information about how they believe the service has affected them.
Page 1 and 2:
Guidelines on the provision of Manu
Page 3 and 4:
WHO Library Cataloguing-in-Publicat
Page 5 and 6:
4 I guIdelInes on the provIsIon of
Page 8:
The wheelchair is one of the most c
Page 11 and 12:
Page 14 and 15:
abouT The guidelines … on provisi
Page 16 and 17:
Purpose about the guIdelInes I 15 T
Page 18:
about the guIdelInes I 17 Following
Page 21 and 22:
Page 23 and 24:
Page 25 and 26:
Page 27 and 28:
Page 29 and 30:
Page 31 and 32:
Page 33 and 34:
Page 35 and 36:
Page 37 and 38:
Page 39 and 40:
Page 41 and 42:
Page 43 and 44: 42 I guIdelInes on the provIsIon of
Page 70 and 71: 3 service delivery … to ensure th
Page 72 and 73: 3.1 Introduction Purpose and output
Page 74 and 75: servIce delIvery I 73 Users with mo
Page 76 and 77: Box 3.2. A wheelchair service netwo
Page 78 and 79: 3.2.2 Understanding individual user
Page 80 and 81: servIce delIvery I 79 • Wheelchai
Page 82 and 83: 3.3.4 Prescription servIce delIvery
Page 84 and 85: 3.3.7 Fitting servIce delIvery I 83
Page 86 and 87: 3.3.9 Follow-up, maintenance and re
Page 88 and 89: 3.4.2 Referral networks servIce del
Page 90 and 91: servIce delIvery I 89 Technical rol
Page 92 and 93: 3.5 Monitoring and evaluation 3.5.1
Page 96: Summary servIce delIvery I 95 • W
Page 101 and 102: 100 I guIdelInes on the provIsIon o
Page 112 and 113: 5 Policy and Planning … to implem
Page 114 and 115: 5.1 Introduction Purpose and output
Page 116 and 117: polIcy and plannIng I 115 Article 3
Page 118 and 119: polIcy and plannIng I 117 5. Financ
Page 120 and 121: 3. Encouraging collaboration betwee
Page 122 and 123: 5.4 Funding strategies polIcy and p
Page 124 and 125: 5.5 Links with other sectors polIcy
Page 126 and 127: Barriers to participation of users
Page 128 and 129: References polIcy and plannIng I 12
Page 130 and 131: Other resources Cooper RA. Wheelcha
show all

Manual Wheelchairs - World Health Organization

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?