We won an award but have we made a difference? Kim Stewart,
Project Manager Baptist Community Services NSW &ACT 2009 Award
for Excellence in Evaluation 2010- No change in quality measures
Our CEOs theory: We achieve what we measure. Our measuring system
is award winning So what is going on?? The Client Perception of
Value (CPV) Project Residential Aged Care Baptist Community
Services (NSW & ACT) One of Australias largest aged care
providers. 3,700 staff and 1,000 volunteers. $220 million turnover
last year. Clients Over 12,000 in aged care. Our aim? To bring
life-transforming care to our clients Aged Care likes its measures:
Medical Financial Nutritional Recreation participation Physical
activity Depression scores Dementia scores and even the number of
visitors CLIENT VALUES Need to evaluate success of services Design
survey with clients Clients provide feedback on services Actions
proposed in response to feedback Clients consulted about response
Services altered in response Genuine opportunities for aged and
frail clients to assess services, comment on organisational
responses and influence services provided Were still talking about
a survey though The Survey Response rates greater than 50% An award
winning evaluation process. Change processes at BCS Facility
Managers Regional Leadership Executive Management CEO and Board
Directives Local changes Consistent changes across multiple sites
Consistent changes across the organisation Changes embedded in
organisational culture and business plans Change processes at BCS
Community Managers Regional Leadership Executive Management CEO and
Board Directives Local changes Consistent changes across multiple
sites Consistent changes across the organisation Changes embedded
in organisational culture and business plans Change processes at
BCS Community Managers Regional Leadership Executive Management CEO
and Board Directives Local changes Consistent changes across
multiple sites Consistent changes across the organisation Changes
embedded in organisational culture and business plans We dont just
want data We dont want to be a standard bearer We want real and
sustained change: = MAXIMUM INFLUENCE. SUCCESSFUL EVALUATION
Evaluation Methodologies What else do we need to think about?
1.Management Best Practice 2.Influence Strategies 3.Evidence-based
decision making 4.Theories of change Management Best Practice Our
vision is Life transforming care Management Best Practice SMART
Objectives. Management Best Practice Using what we already have in
place Influence Strategies Communicate!! Well, Often, And with
information. Influence Strategies Serve the people you are working
with. Influence Strategies Plant seeds and be patient. Evidence
Based Decision Making Link the evidence to a decision. Evidence
Based Decision Making Be seen as the source of information.
Evidence Based Decision Making Challenge others to start with
evidence. Evidence Based Decision Making Be a relief from the
pressure of the unknown. Theories of Change Bright Spots. Theories
of Change This is possible Theories of Change Set a clear
direction. Theories of Change Speak to their emotion. How could you
say no?? Success?? The CPV evaluation is now the primary measure of
client outcomes for all business plan initiatives. Influence?? New
lifestyle position at every facility. New food service and dining
standards. New Action Plan minimum requirements. Influence??
Providing the answer to the issue of change Organisational shift to
Systems Thinking and consequent restructure. The Client Perception
of Value (CPV) Project An evaluation that has influence.
