Chore Services Sourcebook: Area Agency on Aging 1-B Performance and QualitySystem

摘要

The purpose of PaQS is to provide a mechanism for monitoring the performance ofpersonal care service provides receiving funding from AAA 1-B. Program performance is measured against a set of benchmarks and reported for the purpose of bringing about program improvements over time. The goal of the system is to continually improve the quality of personal care services provided to frail older persons in the planning and service area. PaQS follows the philosophy of 'reinventing government,' that 'what get measured gets done.' PaQS starts with performance standards as the minimum expectations for service delivery, and then uses these standards as the basis for articulating benchmarks, the highest realistic expectations of quality service. PaQS is strictly data oriented. The system utilizes data obtained from the personal care providers through on-site monitoring reviews and financial and program reports submitted to AAA 1-B. PaQS also includes results from a telephone survey of personal care clients that measures the extent to which the consumers' experience with the service matches their expectations. Items from the consumer survey are also benchmarked, to define the highest level of quality from the perspective of service recipients.