Life Center is strongly committed to the delivery of quality services. To ensure that we do this on an ongoing basis, we have developed a quality assurance program. This program is based on an information management system, which focuses on the measurement of the outcomes; effectiveness, efficiency, access to services, and satisfaction. We regularly measure these in a way that shows us both our strengths and weaknesses. It is an ongoing and persistent effort to be better and better.
Effectiveness in residential services is as important as it is difficult to define. At Life Center, we define effectiveness as our ability to help those we support accomplish their dreams. We work very hard with the members of each individual’s support circle to form meaningful goals and then hold ourselves accountable by tracking the degree to which we facilitate the accomplishment of these goals.
In a time when budget cuts are frequent and harsh, efficiency no longer is an ambitious goal, but a necessary way to ensure the supports we provide will continue without interruption. As an important part of our information management system, we constantly examine just how we use dollars to deliver services. Making sure all dollars received is translated into the most meaningful service delivery possible is what we call efficiency.
Access to services is measured by our ability to connect those we support to the services they need. Knowing what each individual needs access to requires a sensitivity to each person’s cultural context, health condition, and specific likes and dislikes.
Finally, Satisfaction is determined by simply asking those we support and other stakeholders about it. Over the years we’ve had countless conversations with stakeholders about what areas they feel are important to be asked about, and then we started asking them. They have all been a part of an exciting growth process for our agency and those we support!!!
You can be a part of this process by completing an on-line satisfaction survey. Your honest response will be sent directly to those who can make decisions in our agency about staffing, resource allocation, and policy revisions. The satisfaction survey is a way for our stakeholders to talk directly to us.