As service providers, agencies such as ‘focus’ have become more aware of the necessity to provide quality, transparent services to the people receiving services, we have recently completed an organisational and management restructure to more effectively and efficiently meet the contemporary demands of an expanding service 'profile', and to better position ourselves to address the shifting service delivery system.

We believe that it is now an opportune time to work towards a 'seamless' provision of support services within the framework of a 'person focussed' approached. To this end, we have adopted the Personal Outcome Measures of The Council on Quality and Leadership. (CQL). Their Mission Statement is "to provide leadership for greater world-wide inclusion and quality of community life for all people." These standards guide the activities of all ‘focus’ programs.

The Personal Outcome Measures were created by people with disabilities based on what was important to them. The outcomes reflect the values and standards that indicate what a quality of life might be for someone with or without a disability.

Because the Personal Outcome Measures focus directly on the individualised supports for each person receiving services, compliance with the Disability Standards, is easily demonstrated.

Personal Outcomes are what people expect from the services and supports they receive. They refer to the major expectations that people have in their lives, to ensure they have a full and abundant life. The key to understanding outcomes is learning about the people you serve, what their priorities in life are and what is important to them. The role of the service provider is to put in formal and informal support systems to assist people to achieve their own personal outcomes.

THE POWER OF PERSONAL OUTCOMES IN MEASURING SERVICE QUALITY

Simple.

The personal Outcomes are short, clear, and written in plain English. They are easy to explain to families, friends, service providers and government representatives.

Memorable.

When people define personal outcomes for themselves, their stories and descriptions remain etched in their memories.

Powerful.

The Personal Outcome Measures define for each staff, family member, friend and volunteer the priority outcomes for each person. The focus on personal outcomes attracts the right employees, provides common directions and increases the energy of the organisation.

Revolutionary.

The personal outcomes focus empowers the person receiving services and supports. His or her own definition of personal outcomes replaces professional and government consensus about "what is quality" or "what should be core indicators of quality".

The Future.

The programmed approach to services and supports, requiring uniformity, standardisation and compliance with process is obsolete. Services and Supports in the future will be individualised, adaptive and changing, with an emphasis on promoting the finest in diversity and differences.


The Personal Outcome Measure

  enables people to define and decide priority outcomes;

  enables organisations to provide supports that facilitate personal outcomes;

  becomes a reality by incorporating clear values, basic assurances in health, safety and human security, organisations that are responsive to self advocates and their families; and a high level of community life that offers housing, employment, education, health care, transportation and social capital for all citizens; and

  becomes a reality through connections to friends, family and community.
- CQL New Quality Measures 2005

Supports and Services themselves are not outcomes. The supports and services are the practises, activities and processes that enable people to achieve the things they want in life. As such, organisational systems, policies and procedures must create frameworks for enabling people to achieve what they want in life. The measure of a quality service is shifting from a focus on compliance with organisational process to a focus on responsiveness to personal outcomes.

The Person Centred approach moves away from more traditional approaches that have been process driven to a model that is responsive to the dreams and aspirations of each individual person.

The Council on Quality and Leadership's (CQL) mission is to provide and promote world-wide leadership to increase the responsiveness and accountability of individuals, organisations and systems to people with a disability. Their vision is a world of dignity, opportunity and community inclusion for all people.
- CQL New Quality Measures 2005