CVS 2020/2021 Outcomes Report

What is the Outcomes Management measurement process?

In the surveys, in each of the areas of service, we gauge satisfaction including what we do well and what we can improve. The questions asked are rated on a Likert scale and can be answered in one of four ways: agree, somewhat agree, somewhat disagree or disagree. Subsequently, the results are analyzed and measured to see if any trends emerge from the data. In some cases this year, new measurements are used and comparisons are generated through other data sources including Focus Groups. The results will then be folded into a Business Performance Measurement and Management Report that informs the activities of the organization over the next year. Last year, CVS changed its approach with the people we serve. Using our experience with Quality of Life/ Include me surveys, we update the questions we ask the people we support to reflect Quality of Life indicators. This year, we again filtered out 7 questions: covering each domain of the Quality of Life measurements:

• Emotional well-being

• Interpersonal relations

• Material well-being

• Personal development

• Physical well-being

• Self-determination

• Social inclusion

• Rights

How did we do?

We have performed well on most objectives, particularly in our satisfaction measures.

Our efficiency measures are positive with the exception of Community Inclusion service hours and overtime hours in our residential programs. Although Community Inclusion service hours can be explained through reduced service due to the COVID-19 pandemic and staff shortages and residential overtime is due to staff shortages, it has not affected our overall ability to provide quality supports.