Striving for Quality

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					     STRIVING FOR QUALITY – THE
     CHALLENGE FOR CONTINUOUS
            IMPROVEMENT



 An Overview of the Service Improvement
 Projects Funded by the Disability Services
            Commission in 2002




C:\Docstoc\Working\pdf\912f32b9-d049-4451-92b4-1cece0d5e5c7.doc
Foreword

On 12 March 2003, I had the pleasure to open the forum, ‘Striving For Quality
– The Challenge For Continuous Improvement’. This forum brought together
11 organisations, giving nine presentations about their responses to
implementing a quality system within their service.

The disability sector is characterised by a commitment to provide high quality
services to people with disabilities. One of the challenges facing service
providers is identification of a quality system that is relevant to their service
and organisation and supports provision of high quality services to people
with disabilities.

In July 2002 the Disability Services Commission distributed ‘Quality Systems:
A Resource Package For Disability Services’ across the disability sector. At the
same time the Commission announced service improvement grants to assist
organisations to develop or select and implement a quality system.

In 2002 grants totalling $100,000 were made available to service providers to
develop and/or implement a quality system within their service.

The March 2003 Quality Forum provided an opportunity for the organisations
that accepted the challenge to provide feedback on their progress in
implementing a quality system. The range of approaches and calibre of
responses demonstrates the vision and expertise of the organisations.

This booklet briefly summarises each project, the progress the service has
made and contact details for those interested in finding out more about the
project.

I am confident these projects will make a worthwhile contribution towards the
ongoing improvement of services to people with disabilities, their families and
carers in Western Australia.




Barry MacKinnon
CHAIRPERSON
DISABILITY SERVICES COMMISSION

March 2003




Striving For Quality – The Challenge For Continuous Improvement
Disability Services Commission – March 2003
Table of Contents

Therapy Focus                                                                    1
A précis of the targeted implementation of a quality system to the Family
Needs Screening program, resulting in significant benefits for families,
children, staff and other stakeholders.

Disability Services Commission – Metropolitan Autism Services                    2
A précis of the development of the accredited specialty training program for
paediatricians, psychiatrists, psychologists and speech pathologists, in the
area of autism assessment and diagnosis.

secca                                                                            3
Précis the organisation's decision to adapt and implement the Australian
Business Excellence Framework across the organisation.

Ethnic Disability Advocacy Centre Inc.                                           4
Provide an overview of its work to integrate quality assurance strategies into
the service provision and administration of the organisation.

Goldfields Individual and Family Support Association Inc.                        5
Précis the design and implementation of a purpose fit quality system
developed to suit the unique features of the association.

Lower Great Southern Community Living Association                                6
Précis the implementation of a quality system using the ‘Quality Systems
Manual’ developed by E-Qual for the Disability Services Commission.

Peel Community Living Inc.                                                       7
Précis Peel Community Living Association’s progress in establishing a formal
planning process that will facilitate the planning and development of a system
to strengthen and enhance all core services.

ELBA Inc.                                                                        8
A précis of the work of ELBA in selecting and implementing an appropriate
quality system to suit the needs of small organisations.

NASCHA Inc.                                                                      9
A précis of the work of NASCHA in selecting and implementing an appropriate
quality system to suit the needs of small organisations.

WA Blue Sky Inc.                                                                 10
A précis of the work of WA Blue Sky in selecting and implementing an
appropriate quality system to suit the needs of small organisations.

Hills Community Support Group                                                    11
Précis the implementation of quality activities and formalisation of processes
that will enhance ongoing monitoring and review of work practices.




Striving For Quality – The Challenge For Continuous Improvement
Disability Services Commission – March 2003
            Disability Service Commission Service Improvement Project 2002
                             Implementing a Quality System:
           Improvement of the Family Needs Screening Program with Process
                                        Mapping

The purpose of this project was to facilitate improvements to the Family Needs
Screening (FNS) Program for all stakeholders: therapists, families and schools.
To determine and document the processes of the FNS Program four stages of
methodology were undertaken:
1.    A review of literature of the existing FNS Program reviews and of the previous
     Process Mapping exercise data from Therapy Focus.
2.    Development of an initial process map by the project Design Team. This team was
     made up of representatives from each of the business units who work across the
     spectrum of the processes of the FNS Program. The Design Team of representatives
     constructed a Process Map which depicts the processes of the FNS Program over
     several meetings. A map of current processes was designed followed by a map of
     ideal steps and actions. Gaps between these two maps were then determined and
     addressed in the Action and Evaluation Plan.
3.    Consultation with families and Therapy Focus staff to confirm the correct steps and
     actions in the FNS Program Process Map and confirm gaps and areas for
     improvement identified.
4.    Production of the Action and Evaluation plan for addressing identified gaps and
     areas of improvement.        This involved some cause analysis of gaps in the FNS
     program and target areas of the FNS Program were identified.          The Action and
     Evaluation Plan was developed covering:
      Communication Plan with families and schools;
      Documentation Review of all required for the FNS Program;
      Training Plan for the FNS Program; and
      Policies and Procedures to support the FNS Program.
The benefits have included the informing of future development of the FNS Program as
well as clarifying the requirements that need to be addressed in establishing current FNS
Programs.

                                      Angie Paskevicius
                                       Therapy Focus
                     Level 2, 161 Great Eastern Highway Belmont 6014
                                     Phone: 9478 9500
                                      Fax: 9277 9555

         Striving For Quality – The Challenge For Continuous Improvement                1
         Disability Services Commission – March 2003
                     DISABILITY SERVICES COMMISSION
                     SERVICE IMPROVEMENT GRANT 2002

SERVICE PROFILE
Disability Services Commission – Metropolitan Autism Services (DSC-MAS)
provides assessment, diagnosis, information and consultancy services to families
of children and adults with autism spectrum disorders. The State Child
Development Centre (SCDC) provides general information and advice on child
developmental problems, including, but not limited to, autism spectrum
disorders. The Service Improvement Grant was proposed jointly by DSC-MAS and
SCDC.

WHAT WE WANTED TO ACHIEVE
   Further refinement and formalisation of the standards and procedures
    currently available through DSC-MAS and SCDC, for training suitably
    qualified and experienced psychologists, speech pathologists and
    paediatricians in the specialty area of autism assessment and diagnosis.
   Ultimately, increased access to these sorts of diagnostic services by
    individuals and families all across Western Australia.

WHAT HAS BEEN ACHIEVED TO DATE
   The Autism Diagnostician’s Forum is currently an informal affiliation of a
    diverse range of professionals who are working in the area of autism
    assessment and diagnosis within Western Australia.
   A Working Party was formed, out of the Diagnostician’s Forum in
    September 2001 to review the issue of accreditation in this area.
   In collaboration, the Working Party (an invaluable, dynamic and highly
    committed group of cross-disciplinary and cross-sectorial professionals)
    and the project officer has achieved the following since November 2002:
         defined and established an operational framework, and the
           incremental elements essential to the development and
           implementation of an accreditation level training program;
         conducted extensive (and currently ongoing) research related to all
           aspects of the development of the training program;
         identified the absence of a suitably qualified external accrediting
           body and established the criteria necessary for creating a “self-
           accreditation” body.

WHERE TO FROM HERE – WHAT’S LEFT TO DO?
   Complete the development of the training program (including an ongoing
    Quality Assurance component), trial it, and make modifications based on
    all stakeholders’ feedback.
   Seek additional funds for the printing and publication of all training
    materials.
   Seek affiliation of the training program with a higher education facility.
   Submit to an appropriate professional journal for consideration of
    publication.

              Sarah MacDermott, Autism Accreditation Project Officer
                       DSC- Metropolitan Autism Services
           Ph: 9472-1598 Fax: 9361-3897 Email: sarahm@dsc.gov.au


Striving For Quality – The Challenge For Continuous Improvement               2
Disability Services Commission – March 2003
Application of the Australian Business Excellence Framework (ABEF)
                               to secca

secca (sexuality education counselling and consultancy agency) is a small
non-government organisation that delivers quality counselling, education and
consultancy to people with any disability, their family, friends and carers
around the issues of relationships and sexuality. We deliver over 450 client
sessions a year to a broad client base that consists predominantly of people
with low literacy and/or intellectual disability.

The ABEF is a non-prescriptive leadership and management system that
describes seven essential dimensions of an organisational system. These
essential dimensions were modified to fit the services that secca provides.
The modified seven essential dimensions of the ABEF are:

   1. Leadership and Innovation;
   2. Strategy and Planning Processes;
   3. Data, Information and Knowledge;
   4. People;
   5. Client and Community Focus;
   6. Processes, Products and Services; and
   7. Business Strength.


These dimensions have been qualitatively and quantitatively assessed,
monitored and used as a basis for secca to integrate a recent strategic review
and to help secca monitor and improve the way the organisation delivers it
services. We highly recommend the ABEF as a useful, flexible and broad-
based quality systems framework.



                                   Bill Bennett
                             (Acting Manager, secca)
             City West Lotteries House, 2 Delhi Street, WEST PERTH
                              Telephone: 9420 7226
                              Facsimilie: 9420 7229




Striving For Quality – The Challenge For Continuous Improvement              3
Disability Services Commission – March 2003
                Ethnic Disability Advocacy Centre Inc.

Mission Statement:
      EDAC vigorously seeks to protect, safeguard and promote the rights
      and interests of culturally and linguistically diverse people with
      disabilities and their families/carers in order for them to fulfil their full
      potential as Australians.

Quality Planning:
      The Ethnic Disability Advocacy Centre (EDAC) is a small human
      services agency providing individual and systemic advocacy for ethnic
      people with disabilities, their families and carers. The project to
      develop a Quality Plan commenced until January and in a short space
      of time, much progress has been made.

       Job Description Forms (JDFs) have been developed for all staff
       members to reflect their duties. This was undertaken by the consultant
       interviewing the staff and writing the JDFs accordingly. These are
       currently being finalised and will be submitted to the Management
       Committee for approval.

       Procedures for measurement of results have been developed and
       include a formal Case Agreement in which the actions to be taken by
       EDAC and the client’s preferred outcome will be agreed prior to
       commencement of advocacy on behalf of the client. Measurement of
       the satisfaction of the client will then be undertaken at the completion
       of the advocacy using a questionnaire, which will be completed
       anonymously and returned to the office. This process will allow a more
       accurate measurement of results. Data will be captured progressively
       during the year rather than at the end of the year, allowing more
       meaningful reports to be submitted to the Management Committee on
       a monthly basis.

       The Quality Plan is currently being developed and the consultant has
       consulted with a group of carers and is in the process of consulting
       with clients. In addition, the Strategic Plan is also being reviewed and
       updated.

       The staff appraisal system has also been identified as requiring
       attention and this is also being reviewed as part of this process to
       ensure it dovetails in with the Strategic Plan and the Quality Plan.

                                 Jenny Au Yeong
                        320 Rokeby Road Subiaco WA 6008
                              Telephone: 9388 7433


Striving For Quality – The Challenge For Continuous Improvement                  4
Disability Services Commission – March 2003
Goldfields Individual & Family Support Association
                        Inc.

         A GIFSA Quality System – Improvement into the 21st Century.

GIFSA strives to provide a quality service and with continuous growth we
have naturally progressed towards formalising the processes that will facilitate
and enhance our service provision.

We determined it was important for GIFSA to develop and implement a
quality system that was tailored specifically to our overall individual service
provision. We wanted a system easy to interpret and understand. We
believe families and stakeholders need transparency and the reassurance that
GIFSA is doing what we say we are doing.

GIFSA is working with Disability Consultants – E-QUAL to produce our Quality
Manual. From implementation we hope to achieve:

   better outcomes for individuals and families with disabilities;
   confidence that we are doing what we say we are doing, confidence that
    our service is running well;
   greater opportunities for everyone involved – having say in decision-
    making processes;
   a feeing of empowerment for all concerned;
   that GIFSA can express and demonstrate to the wider community the
    values of the organisation;
   to develop and maintain a path of continuous improvement;
   increased productivity; and
   effective use of funding and resources.

GIFSA anticipates that the quality system will provide the organisation with
clear pathways, identifiable processes and overall satisfaction that it is
continuously improving and that GIFSA can move with times of growth while
safeguarding the association and relevant stakeholders.

                         Lee-Anne Brenssell – Coordinator
                                   T: 9091 4356
                                   F: 9091 4586
                            Email: gifsa@bigpond.com



Striving For Quality – The Challenge For Continuous Improvement                5
Disability Services Commission – March 2003
                 LOWER GREAT SOUTHERN
              COMMUNITY LIVING ASSOCIATION
SERVICE IMPROVEMENT GRANT TO DEVELOP QUALITY ASSURANCE
                       SYSTEM

BRIEF OVERVIEW OF THE ASSOCIATION
The LGSCLA is an accredited provider of Accommodation Support, Alternatives
to Employment, Post School Options and Intensive Family Support. The
association is based in Albany and is able to provide support to people living
in the Lower Great Southern Region of WA. All supports are provided on an
individualised basis.

The association is also committed to community development and employs a
development worker for the “My Life, My Community” program. The role of
this program is to assist the community to make its services more accessible
to people with disabilities, by working directly with regional services and
community organisations to adapt their generic programs. The program also
sources funding from various State initiatives to set up and coordinate
training opportunities, which are delivered by our local TAFE.

WHAT WE WANTED TO ACHIEVE
The board was keen to develop systems within the organisation that would
enable effective governance by the board, opportunities for review and
monitoring of service delivery, effective and efficient management systems
and quality outcomes for the people receiving a service.

GATHERING THE DATA AND IMPLEMENTING THE QUALITY SYSTEMS
The association developed a quality system using the '‘Quality Systems
Manual” developed by E-Qual for the Disability Services Commission. The
manual was user-friendly and adaptable. It provided a number of clear
frameworks to draw from in developing a quality assurance system tailored to
the organisation.

The worksheets were particularly useful when considering current processes
and systems within the organisation and in identifying and implementing
improved systems. Improved efficiency and quality in service delivery has
resulted at all levels within the association.


                                  Ms Kathy Hough
                                  Executive Officer
                               Telephone: 9842 3855
                               Facsimile: 9842 2360
                              Email lgscla@iinet.net.au




Striving For Quality – The Challenge For Continuous Improvement             6
Disability Services Commission – March 2003
                     PEEL COMMUNITY LIVING INC.
                     PEOPLE & PARTNERS PROJECT 2002


                                INTRODUCTION

The purpose of this presentation is to provide an overview of the project Peel
Community Living Inc has undertaken with the additional funding provided by
DSC, through the Service Improvement Grant 2002.


    Barbara Mottershaw will introduce and outline the Governing Principles
       of Peel Community Living.


    Barbara Mottershaw will outline the application for funding and the
       strategic approach the organization is taking.


    This project will provide a workplace strategy of significant importance
       for the future of Peel Community Living Inc by introducing a sound
       Risk Management plan.


    Barbara Mottershaw will introduce Bridget Green, IR Consultant
       (Workwise Advisory Services, Bunbury).


    Bridget Green will provide a Power-point presentation detailing the
       objectives and the methodology of the Peoples & Partners Project 2002
       for the organisation.


    The essence of the overview will concentrate on the consultative and
       participative process that has allowed the opportunity for all
       stakeholders to benefit and take ownership of the project.


                               Barbara Mottershaw
                 Unit 2, 33 Davey Street, MANDURAH WA 6210
                              Telephone: 9535 8869
                               Facsimile: 9535 8801
                            Email: peelcl@eftel.com.au



Striving For Quality – The Challenge For Continuous Improvement              7
Disability Services Commission – March 2003
                                     ELBA Inc.

Vision Statement:
Independence with Dignity

Mission Statement:
To provide quality service, advice and sound financial management.

Enabling members with disabilities (especially spinal injuries) to maintain their
independence in the community in a dignified manner.

Quality Planning:
ELBA and two other agencies submitted a joint submission for development of
a Quality Plan for each agency with the objective of achieving the outcomes
at a cheaper rate due to economies of scale.

We engaged a consultant to develop the Quality Plan and the process was
designed to involve the members as much as possible. The topic was
introduced at the AGM and followed up by a telephone survey by the
consultant to the members. This approach was taken as a result of the need
to minimise as much as possible the inconvenience to the members. It was
felt that a special meeting to discuss the Quality Plan was desirable but the
expense and time to the members was not justified while the telephone
option was available.

A policy on quality management was developed to be considered by the board
to indicate its commitment to quality management.

The consultant met with the coordinator on a weekly basis to develop the
Quality Plan. Draft targets have been developed but are about to be tested
and benchmarks developed through the use of a questionnaire. The
questionnaire will be completed by members and returned directly to the
consultant to ensure anonymity. These results will indicate any areas of
concern and will be identified and an action plan developed to address any
problems.

Once the targets have been tested and finalised, the Quality Plan will be
submitted to the board for final approval. It is reassuring to know that there
is a formal method of assessing whether we are providing best practice
services to our members.

                                 Tena Calanna
                        Centre for Neurological Support
            The Niche Suite B/11 Aberdare Road, Nedlands WA 6009
                             Telephone: 9346 7388
                              Facsimile: 9346 7385

Striving For Quality – The Challenge For Continuous Improvement                8
Disability Services Commission – March 2003
                                   NASCHA Inc.
Vision Statement:
Independence with Integrity

Mission Statement:
To promote empowerment of people with disabilities by facilitating their
participation in community living, providing life-enhancing experiences and
encouragement to achieve potential.

Quality Planning:
We are currently developing a Strategic Plan as well as the Quality
Management Plan. The Strategic Plan was the primary focus as the
objectives developed under this plan would drive the development of the
Quality Plan. In order to obtain commitment by the board, meetings on
Monday nights with a sub-committee of the board were held with the
consultant. At these meetings the two plans were developed and as a result
several initiatives were identified that could help the organisation into the
future.

A quality policy has been developed and will be considered by the Board as a
means of showing commitment to the concept of quality and continuous
improvement.

The consultant has met with the coordinator on a regular basis to develop the
Quality Plan. Draft targets have been developed but are about to be tested
and benchmarks developed through the use of a questionnaire. The
questionnaire will be completed by members and returned directly to the
consultant to ensure anonymity. These results will indicate any areas of
concern and will be identified and an Action Plan developed to address any
problems. Once the targets have been tested and finalised, the Quality Plan
will be submitted to the board for final approval.


                                 Monique Davies
                                   NASCHA Inc
                         Chessel Drive, Duncraig WA 6023
                              Telephone: 9203 7555
                               Facsimile: 9203 7599




Striving For Quality – The Challenge For Continuous Improvement            9
Disability Services Commission – March 2003
                               W.A. Blue Sky Inc.
Vision Statement:
Dignified Independent Living

Mission Statement:
To enable a number of people with disabilities to live in the community of
their choice in such a way that allows them the best possible level of desired
independence and lifestyle.

Quality Planning:
Our first objective was to review our Strategic Plan and this was undertaken
by the consultant by involving key board members in a meeting to discuss the
various aspects. As a result a new format for the Strategic Plan was
developed with new Vision and Mission Statements. Various drafts of the plan
have been submitted to these key board members for consideration.

A new JDF for the manager position has been developed and is to be
considered by the board along with the new Quality Policy.

A Quality Management Plan has been developed and the targets are about to
be tested by an anonymous questionnaire to the members. The consultant
will collate the results and use these to test the targets that have been
identified in the Quality Plan. If the actual results are below the targets set in
the Quality Plan, an Action Plan to address these concerns. The consultant
has met with the manager regularly to develop the Quality Plan.

A quality policy has been developed and will be considered by the board as a
means of showing commitment to the concept of quality and continuous
improvement.

                                   John King
           Suite B, The Niche, 11 Aberdare Road Nedlands WA 6009
                            Telephone: 9346 7277
                              Facsimile: 9346 7277




Striving For Quality – The Challenge For Continuous Improvement                 10
Disability Services Commission – March 2003
                           HILLS COMMUNITY SUPPORT GROUP
                            QUALITY ENHANCEMENT PROJECT

HCSG provides a range of services for people with disabilities such as:
Accommodation Support, Post School Options/Alternatives to Employment, Intensive Family
Support, Respite Services and Recreation Services.

HCSG has used the Quality Enhancement Project (QEP) as an opportunity to progress a quality
service beyond compliance with the DSC Standards Monitoring and Self Assessments. The
Standards Monitoring processes have established that HCSG has, as Oakland et al (Total Quality
Management 1995) describe, the “capacity to do the job correctly”.

Oakland et al suggest that the next question organisations need to ask themselves is, “Do we
continue to do the job correctly?” i.e continue to meet the requirements of the “customer” eg
consumers, funding body and other stakeholders. Continuous Quality Improvement (CQI)
activities will assist in answering this question.

The initial stage of the project was to establish “where HCSG is at” in terms of service
improvement. The results of the ABEF “How Does Your Organisation Measure Up” questionnaire
will be presented, along with findings of an internal program survey about CQI Activities.

A key aspect of the project was focused on monitoring and reviewing policy and procedures. This
“control will ensure feedback or information is provided to keep all functions on track and will
increase the probability of the planned results being achieved.”(Oakland et al). Three control
mechanism categories have been identified, depending upon their position in the managerial
process, for example:

Before the fact                Operational                            After the fact
Strategic Plan                 Staff Meetings                         Annual Reports
Job descriptions               Training Program                       Performance Review
Budgets                        Information systems                    Audits

The Quality Enhancement Project:
 Focused on mechanisms at an “operational” and “after the fact” level. This will be
demonstrated in the presentation by the use of the “flow diagram” of operational “resident
related documentation”, and the process for the development and review of policy and
procedures. These diagrams will identify critical points in the two processes, which will be
monitored and reviewed.

 Modified and implemented tools for use by staff and management to continue to enhance the
quality of the service. They are the
         HCSG Community Support Worker Performance Appraisal, based on
        the key competencies of Certificate III training, HCSG Job Description and
        Induction.
         Skills Audit based on the. “How to Develop a Culture of Quality
        Improvement – A Resource Manual” - Community Access and Transition
        Service Inc, Queensland.

 Established an Occupational Safety and Health Committee that addresses the issues of
improving the safety of the environment for staff and consumers within a framework of
Continuous Quality Improvement and positive culture change focused on good practice.


        Striving For Quality – The Challenge For Continuous Improvement                    11
        Disability Services Commission – March 2003

				
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