Performance and Quality Improvement

Continuous Evaluation & Improvement

Performance and Quality Improvement (PQI) is integrated into every service area and encompasses staff at all levels of the organization. We value the quality of the supports and services we provide to our clients, families, and to our funders.

Philosophy of PQI

  • We support individual rights and choice and a fulfilling life within the community
  • We promote excellence and continuous improvement
  • Our goals are broad-based, reflected in our strategic plans and in the terms of reference of each committee, they encompass every service area and every level of position
  • It addresses organizational performance and programs and individual outcomes

Core Concepts

  • Positive Developments Ltd. promotes a culture that values service quality
  • Our infrastructure supports performance and quality improvement
  • Performance goals and individual outcomes are measurable and useful
  • The PQI plan describes how measurable data will be obtained, when and by whom
    • It includes all programs and services, operations and management, program results and individual outcomes
  • Findings are shared and are used to improve our programs and practices
  • Staff and stakeholders receive information and support that increases their capacity to participate in, conduct and sustain performance and quality improvement processes

What PQI Does

  • Informs decision making including planning
  • Identifies what is working so good practices can be replicated
  • Identifies practices and internal processes that need improvement
  • Meets program and strategic goals and objectives

Measures and Outcomes

Our PQI plans are guided by our strategic plans, risk management plans and our quality assurance processes. Improving performance and quality of our supports, services and programs is an ongoing and multi-level process that is addressed in each service area, agency department, and with each level of position. A contract with our funder exists for each service area and the expected outputs and outcomes are listed for each program and an annual report is prepared that addresses each criteria. Directors, coordinators and supervisors ensure that compliance to the mandate of service is observed and that reporting procedures are followed.

  • Long-term strategic goals and objectives
    • Captured in our strategic planning and reflected in our PQI operational procedures chart. Strategic planning is developed using a program logic model that identifies: goals, activities, outputs, outcomes, impact
  • Management/Operational Performance
    • The agency measures health and safety, hazard assessment and staff injury, staff retention, feedback on orientations, feedback to the agency on evaluations, workshop evaluation
  • Program results/Service Delivery Quality
    • Quality assurance on timelines for staff tracking and individual tracking related processes
  • Client and Program Outcomes
    • Each service area addresses individual goals, family/individual satisfaction, service agreements, authorizations, incidents reports, profiles, and monthly summaries

What We Measure

Individual Related

  • Profiles
  • Service agreements
  • Authorizations
  • Log notes
  • Behavioural data tracking
  • Client services guide review
  • Monthly summaries
  • Goals, community inclusion activities
  • Incident reports (behaviours of concern)
  • File reviews
  • Risk assessments

Staff Related

  • Orientations
  • Evaluations
  • Mandatory training and certification renewals
  • First Aid/CPR, Crisis Prevention Intervention, police information check
  • Supervisor training
  • Enhanced training

Process Related

  • Recruitment and retention
  • Evaluation of staff development workshops
  • Health and safety
  • Health and safety checklists
  • Hazard assessments
  • Staff injury
  • Medication processes
  • Responsibility checklists
  • Medication incident tracking

Program Related

  • Contract goals
  • Satisfaction surveys
  • Qualitative and quantitative data tracking/surveys