Client-Informed Service Development and Delivery
Upholding best practices and high-quality service delivery starts with a client-centred approach. For Cota, this means having clients take part in (1) providing input in program development, (2) determining their own needs and recovery goals, and (2) providing feedback about their experience.
Cota began its client-centred approach over ten years ago using the Ontario Common Assessment of Need (OCAN) tool. OCAN allows a client to record a self-assessment, in turn helping our staff shape a unique care-plan tailored to the needs of that client.
Cota has since expanded its focus on increasing the clients’ share of voice by incorporating two additional engagement tools: the Ontario Perception of Care (OPOC) tool and our Client & Family Advisory Council (CFAC). All three tools are used to inform, develop, implement, and review the impact our services have on the community.
OCAN:
Since 2016, we’ve enhanced our use of OCAN and shifted our focus to increasing service user participation. The data collected in OCAN is further being used to inform Cota’s Quality Improvement Plan and Strategic Direction.
OPOC:
When a client is discharged from our care, they rate their overall service experience using OPOC. Cota uses this feedback to help inform and modify current and future service delivery design.
CFAC:
Membership is made up of clients, family and caregivers, and Cota staff. The committee has been and continues to provide critical insight in relation to goals set out by Cota’s Quality Improvement Plan and other organization challenges.
Since 2016, Cota has been working steadily with our support staff to ensure each tool is informing how we work with individuals in the community. And we have seen many positive results, including being able to mitigate falls at our ABI ADS Program location due to the feedback we received from CFAC. Further, 91% of our services users told us that the supports they received were high quality. Cota continues to put clients at the centre of their care and work with individuals to inform our best practices.