TY - JOUR
T1 - The development of an ongoing monitoring and evaluation system in a NORC service organization
AU - Cohen-Mansfield, Jiska
AU - Frank, Julia K.
N1 - Funding Information:
These data were collected for CP. Partial funding for CP, a non-profit, non-sectarian partnership, is provided by the Department of Health and Human Services of the Administration on Aging (Grant No. 90AM2742). We also wish to acknowledge the support of The Area Agency on Aging of Montgomery County Maryland Health and Human Services, The Jewish Federation of Greater Washington, The Jewish Social Service Agency, The Jewish Council for the Aging of Greater Washington; The Jewish Community Center of Greater Washington, Premier Home Care and the Jewish Information and Referral Services.
PY - 2009
Y1 - 2009
N2 - The objective of this study was to describe the development, utilization and utility of an ongoing evaluation of a system of coordinated services to persons living in two naturally occurring retirement communities (NORCs). The evaluation system includes service provision, service utilization and client satisfaction. It identifies trends in provided services and determines how services are utilized. A continuous monitoring system for reporting and quality improvement was developed with the four service agencies associated with the service provision system. The monthly data from each agency are compiled and distributed in the form of a report. The evaluation project was successful in tailoring the reporting system to each agency. Multiple issues arose with staff compliance in utilization of the system, but, overall, the system evaluation presents detailed feedback on the services provided and helps with continuing development, testing of new delivery models, planning, maximizing resource utilization, customer service, and attaining and sustaining funding. A system evaluation of an organization that provides services to a community is vital to optimizing frequency and quality of services. There are many ways to implement system evaluations. However, the use of electronic-based records increases the likelihood of maintaining and utilizing the system.
AB - The objective of this study was to describe the development, utilization and utility of an ongoing evaluation of a system of coordinated services to persons living in two naturally occurring retirement communities (NORCs). The evaluation system includes service provision, service utilization and client satisfaction. It identifies trends in provided services and determines how services are utilized. A continuous monitoring system for reporting and quality improvement was developed with the four service agencies associated with the service provision system. The monthly data from each agency are compiled and distributed in the form of a report. The evaluation project was successful in tailoring the reporting system to each agency. Multiple issues arose with staff compliance in utilization of the system, but, overall, the system evaluation presents detailed feedback on the services provided and helps with continuing development, testing of new delivery models, planning, maximizing resource utilization, customer service, and attaining and sustaining funding. A system evaluation of an organization that provides services to a community is vital to optimizing frequency and quality of services. There are many ways to implement system evaluations. However, the use of electronic-based records increases the likelihood of maintaining and utilizing the system.
UR - http://www.scopus.com/inward/record.url?scp=63049124077&partnerID=8YFLogxK
U2 - 10.1258/hsmr.2008.008011
DO - 10.1258/hsmr.2008.008011
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AN - SCOPUS:63049124077
SN - 0951-4848
VL - 22
SP - 17
EP - 26
JO - Health Services Management Research
JF - Health Services Management Research
IS - 1
ER -
