15: Evaluation Policy and Plan
example is based on a supported accommodation service for people
with acquired brain injury.
is about worthwhileness. Evaluation attempts to answer questions
about such matters as effectiveness, efficiency, adequacy and
appropriateness of services.
services organisations there are many reasons why evaluation
does not lead to certainties. Within the Service evaluation of
the quality of services is made even more difficult because of
the nature of the clients and services provided.
acquired brain injury. Staff are often working alone and not
with direct supervision.
context it is important to develop a service culture that:
people to be open to what is happening around them,
- are committed
to providing client centred quality services and
to the continual improvement of those services
There are a
variety of strategies our service is using to help in the task
of evaluating and improving services.
the quality of services to residents there are several areas
of special consideration:
- Our service's
residents all have head injuries. The residents experience
various levels of cognitive, social, emotional and physical
- Our service's
philosophy is based on meeting residents individual needs -
the services provided to each resident are designed to meet
their individual needs and the specific services provided vary
from resident to resident on a day to day basis.
- The goals
for residents are long term . Changes in residents may only
be noticeable over the longer term e.g. 6 to 12 months or more.
whether services are of an appropriate quality requires complex
judgements to be made.
family and significant others, and staff may make those judgements
will have strategies in place so the staff and management committee
are able to:
the extent to which our service is achieving its aims and objectives
(consistent with its philosophy)
improve the services provided and
the room for self-delusion
our service will use will include:
Explicit Mission statement, Aims, Service and Management
Principles. (See Policy and Procedures
Service Delivery Process. (See Policy and
Explicit Policy and Procedures. (See Policy
and Procedures Manual)
Yearly Review of the Policy and Procedures Manual at
both a Staff Meeting and Management Committee meeting
ongoing discussion with residents relatives and significant
others. The time that is spent with residents
reviewing how things are going and where they need to go
Internal Formal Discussions with residents, relatives and
significant others : Including assessment,
individual service plans, etc
External Formal Discussions with residents.
Having a person outside our service interview residents about
such questions as whether they are getting the services they
want. For this to happen once each year.
Formal and Informal discussions with staff re
quality of care for residents.
Using Individual Service Plans for case management
planning and review. This will include: Initial assessment
of clients, the development of a Individual Service plan
and review on a six monthly basis.
Key numbers. For the Management Committee and
key staff to regularly review key statistical information
(e.g. hours of service per resident; costs per hour of service,
Case Studies Over a two year period
to develop three written case studies.
Questionnaires dealing with questions of the
quality of services to residents.
Peer Review Staff working with each other to
ensure that work is going well.
Supervision Regular ongoing formal supervision
Links with agencies, literature and reflection Hearing
what others are doing. Reading about approaches to evaluation.
Reading about results from evaluation studies and social
research. Reflecting on the findings and their implications
for your service. Including attendance at relevant conferences
and staff training.
Using all the above in the normal day to day processes e.g.
staff and residents setting priorities
- Staff meetings
Committee meetings, Planning days, etc.