Family Involvement and Quality

1. Family Involvement andQuality Ljubljana 7th of June 2007

2. 1992 age range: 18 - 30 85-90% living with the family of origins 78% first tc treatment family involvement condition for admission 62 volunteers in parents association 0% substitution 0% through justice system 2007 age range 32 - 55 12% living with the family of origins or own family 100% have had different treatments before (tc & others) family involvement is no condition for admission 11 volunteers in parents association 98% substitution 63% through justice system Overview

3. Quality • Quality of the facility (technical efficiency) • projected quality (the facility thinks to deliver) • delivered quality (the really delivered quality) • foreseen quality (the quality expected by the client, which becomes the perceived quality)

4. CLIENT’S SATISFACTION

5. ELEMENTS OF SERVICE QUALITY STRUCTURE PROCESS RESULTS Donabedian, 1990

6. STRUCTURE organization, building, furniture..., professional staff, size of the organization, tools, ability to “welcome”, professionality of the personnel

7. PROCESS the treatment process: all activities that involves staff and clients (comunication, ability to build treatment, interpersonal relations based on empathy...).

8. RESULT improvement of health, as result of the delivered treatment

9. AIMS OF EVALUATION OF THE CLIENT’S SATISFACTION • Retainment in treatment • Improvement of the compliance • Promotion of cooperation in treatment • Shortening of treatment • Reduction of abusive events • Increasement in suggesting the program to • other possible clients • Identification of problems • Solutions • Evaluation of the treatment system

10. SATISFACTION IS… SUBJECTIVE RELATIVE MULTI FACTTORIAL MULTI DIMENSIONAL

11. FACTORS WHICH INFLUENCES THE DEGREE OF SATISFACTION • age • education • ethno-cultural back ground • social status • health • gender • ...

12. Components of satisfaction Structure accomodation threshold burocratic factors tools, equipement costs general quality professinality of the staff multi factorial focus accessibility of information relation skills of staff Interpersonal

13. Sub-process There exists an intake/welcoming procedure Analisys of needs and work out of the goals/ Observation and diagnosys Definition of the individual project Macro phase of the intake process • Presence of specific trained staff for the intake/welcoming • Clearing of the client’s request • Explication of the interventions connected to the expressed needs • Explication of the program (service charta) to the client

14. Sub-process There exists an intake/welcoming procedure • Definition of a referral staff for the analsys of needs • Analisys of needs and the resources of the clients and the context • First orientation • Explication of the complex diagnosys: (multidimension and first definition of the goals by the working team) • Sharing the project’s goals with the client Analisys of needs and work out of the goals/ Observation and diagnosys Definition of the individual project Macro phase of the intake process

15. Sub-process There exists an intake/welcoming procedure Analisys of needs and work out of the goals/ Observation and diagnosys Definition of the individual project Macro phase of the intake process • Explication of the project’s decision criterias • Explication of the length of the foreseen activities (interventions and monitoring) consistant with the goals • Assignment of a case/care manager and of the other staffs who will be the referrals • Involvement of other services in the project definition • Sharing of the individual project

16. Service charta • Who are we (identity): history, mission, principles and values • what do we offer, to whome, how: target group, facilities, activities, how to access, how do we function • Quality assurance and protection of the clients: what has been negociated with the clients, complains, monitoring of satisfaction 2. For whome ? • clients • other services (health insurance, mental health,…) • other stakeholders Conditions for a good practice