PA-NET 8 - Outcomes Measurement
A network-wide outcomes measurement system evaluates individual progress and service delivery program effectiveness at the program level.
Interpretation: The entities purchasing services from the network can be expected to mandate certain performance measures. In many cases, these mandated measures will be the core of the performance management system. However, in addition to mandated measures, networks need to round out their performance measures with measures that address important dimensions of service not already included in the mandated measures and those that measure the network’s performance on network-specific functions. The network may wish to review national sources for possible measures, some of which may already be mandated by the network’s purchasers.
Some examples of frequently used measures can include the following:
Access to care, such as the average lengths of time between initial call and initial screening assessment and the average lengths of time between initial screening assessment and admission to treatment.
Coordination of care, such as the percentage of persons discharged from an inpatient or residential level of treatment who attend a session at their next level of care within a defined period of time (seven days or fourteen days for example) from leaving the residential or inpatient unit.
Client feedback and satisfaction, which could include a wide variety of items in addition to satisfaction with services. For example, the administration of these surveys give opportunities to gather valuable client information, such as the percentage of clients who indicate a drive time of greater than 30 minutes, the percentage of clients who say that they have access to public transportation to reach the facility if needed.
In addition to client satisfaction, the network may wish to measure the satisfaction of stakeholders, such as high volume referral agents, including judges, court workers, employee assistance agents, and others with repeated experience with network access and services.