Redesigning Ontario Client and Caregiver Experience Surveys
In 2018, a multi-organizational partnership was established between Health Quality Ontario (HQO), Health Shared Services Ontario (HSSO), and the Health System Performance Network (HSPRN, now HSPN) to redevelop the Home & Community Care (H&CC) experience survey in order to better capture the experience of care among clients and caregivers. The following reports to the Local Health Integration Network (LHIN) H&CC Experience Survey Expert Panel chronicle the steps and methods employed to develop the new Client and Caregiver Experience Evaluation (CCEE) surveys. Moreover, the final tools, in both English and French, are also made available below.
Volume I – Client and Caregiver Experience Evaluation of Home and Community Care Services: A Rapid Review and Jurisdictional Scan of Existing Surveys
To support the development of the new CCEE surveys that can capture important aspects of care as perceived by client and caregivers, a rapid review and jurisdictional scan of existing surveys for home care clients and caregivers was conducted. This report outlines the methodology and findings from the rapid review of the literature on currently existing measures that assess the experience of client and caregivers receiving H&CC services. These reviews yielded five overall domains that were important to clients and caregivers (Quality of Care Communication/Information, Client Involvement, Support, and Preparedness/Willingness to provide care), two of which are specific to caregivers (Support, and Preparedness/Willingness to Provide Care). These domains were the springboard which informed the final set of domains, sub-domains, aspects and questions.
Volume II – Client and Caregiver Experience Evaluation of Home and Community Care Services: A Mixed Methods Analysis of the Existing Client and Caregiver Experience Evaluation Survey
As the existing Client and Caregiver Experience Evaluation (CCEE) survey had gaps that needed to be addressed, such as not considering the needs and experiences of caregivers who dedicate their time to supporting H&CC clients, a quantitative and qualitative evaluation of the existing survey responses was undertaken to determine performance and design features that may be improved and/or leveraged towards the development of new surveys for clients and their caregivers. This report summarizes a quantitative and qualitative analysis of the existing CCEE survey using three years of data collected in Ontario between 2014 and 2016. Survey completion rates, response item distributions, factor and correlational analyses were all completed, in addition to a qualitative analysis of a purposive sample of qualitative survey comments.
Volume III – Home Care Experiences and Measurement Considerations: Perspectives from Home Care Clients and Caregivers in Ontario
A key issue in performance measurement is that, in general, measurement tools are seldom developed with clients or caregivers. This report shares findings from engagement meetings that took place over six months with home care clients and caregivers across Ontario, Canada, to learn about their home care experiences and needs, and to seek feedback on the type of content/questions that should be included in new CCEE surveys.
Volume IV – Client and Caregiver Experience Evaluation of Home and Community Care Services: A Mixed Methods Analysis of the Pilot Client and Caregiver Experience Evaluation Survey
Following the literature reviews, analysis of the existing CCEE survey and extensive consultation with clients and caregivers, new Client and Caregiver Surveys were developed. A field test of these pilot surveys was conducted via three surveying modes: telephone, online, and mail-back paper surveys. This final report describes the two surveys, the field testing methodology and results, and summarizes the qualitative analysis of open-text comments. Finally, it makes recommendations for future iterations of the CCEE surveys.