To better understand clients’ Overall Care Rating (Q51) and overall experience of home and community care, the survey
results were analyzed to identify “drivers”, or influencers, of the Overall Care Rating (Q51). The drivers represent
a theme and are a series of survey questions summarized into an average (a composite score). These
drivers can help prioritization of quality improvement efforts.
Six drivers are ranked according to how strongly they impact the Overall Care Rating (Q51).
Drivers 1 to 4 most strongly influence the Overall Care Rating for clients who receive both personal and
professional care services, or only personal care services.
Drivers 5 and 6 most strongly influence the Overall Care Rating for clients who only receive professional
care services.
Six drivers are ranked according to how strongly they impact the Overall Care Rating (Q51).
Results for each driver, broken down by client type, AHS zone, geographic location, and client age are available below. Statically significant differences between groups are noted.
Drivers
Experience with Personal Care Services
Provincially, client Experience with Personal Care Services is 79 out of 100.
The questions that make up this driver are listed below. These questions are summarized into an average from 0 to 100,
where 0 is the least positive experience and 100 is the most positive experience.
Q34 - How do you feel about the number of different personal care staff you have had?
Q35 - I was notified when personal care staff could not come.
Q36 - Personal care staff treated me with kindness even during difficult or embarrassing tasks.
Q37 - Personal care staff encouraged me to do things for myself if I could.
Q38 - I was kept informed about when personal care staff would arrive.
Q39 - My personal care staff made me feel safe.
Q40 - How often did personal are staff listen carefully to you?
Q41 - How often did personal care staff respect your ethnic and cultural needs?
Q42 - How often did personal care staff explain things in a way that was easy to understand?
Q44 - How often were you satisfied with the way your personal care service concerns were handled?
Experience of Compassionate Care Provided by Personal Care Staff
Client Experience of Compassionate Care Provided by Personal Care Staff is 4.2 out of 5, provincially.
Compassion is “doing unto others as they would want done unto themselves.” Video: Sympathy, Empathy, and Compassion | Compassion Research Lab
Compassion was measured by the Sinclair Compassion Questionnaire-Short Form (SCQ-SF) a patient reported compassion scale that has undergone rigorous psychometric testing and has been linked to enhanced quality care ratings and improved patient experience. See the compassion measure website and access more information. To access resources and training pertaining to compassion, please click here.
For this driver, Questions 45 to 49 (the SCQ-SF) are summarized into an average from 1 to 5, where a higher average indicates a more positive experience of compassion:
These questions include:
The Sinclair Compassion Questionnaire-Short Form
Unmet Needs
Provincially, 16 per cent of clients reported that they had Unmet Needs.
Unmet needs are defined in the survey as being any service not provided by a government home care program and included services clients may have paid for or were provided by family, friends, or volunteers.
This driver is made up of Questions 55 to 57, clients who responded Yes to Question 55 and No to Question 56 or Question 57.
The questions are:
Experience with Care Planning and Case Management
Provincially, clients rated their Experience with Care Planning and Case Management as 88 out of 100.
Care planning is conducted by a case manager, who assesses a client’s needs and develops a care plan. The case manager then is responsible for case management, which involves managing and coordinating the delivery of services to the client.
This driver is an average of four questions on a scale from 0 to 100. The questions are:
Experience with Professional Care Services
Provincially, client Experience with Professional Care Services is 77 out of 100.
The questions that make up this driver are listed below. These questions are summarized into an average from 0 to 100, where 0 is the least positive experience and 100 is the most positive experience.
Experience of Compassionate Care Provided by Professional Care Staff
Provincially, client Experience of Compassionate Care Provided by Professional Care Staff is 4.3 out of 5.
The degree of compassionate care clients receive from professional home care staff may impact their overall experience with home and community care services. Compassion was measured by the Sinclair Compassion Questionnaire-Short Form (SCQ-SF) a patient reported compassion scale that has undergone rigorous psychometric testing and has been linked to enhanced quality care ratings and improved patient experience. See the compassion measure website and access more information.
Questions 28 to 32 (the SCQ-SF) are summarized into an average from 1 to 5, where a higher average indicates a more positive experience of compassion:
Questions in this driver are:
The Sinclair Compassion Questionnaire-Short Form