riwc_para_a093 supported living for older people with intellectual disabilities
TRANSCRIPT
Adopting Gap Model in Supporting Residential Homes for Aging Individuals
with Intellectual DisabilitiesMs. Vico LauNursing Officer
25.10.2016Website: www.fuhong.org
Ms. Judy ChanSenior Service Manager
Admitted in 1980
Today
Grievance of Mary’s Mother
Why ?She is
healthly!
What happened?
Mary never fell down!
Bone facture!
Strategic Plan
Vision, Mission, Objective
Customer Perspective
Internal Process Perspective
Learning & Growth Perspective
Financial Resources Perspective
Gap Model of Service Quality
Service Delivery
Expected Service
Perceived Service
Customer –Driven Service Design and Standard
Service Communication
to customer
Perceptions of Customer Expectation
Customer
ServiceProvider
CustomerGap
Gap 1 -Knowledge
Gap 3- Service Performance
Gap 4 - Communication
Gap 2- Service Design & Standard
Service Provider
Service Provider Gap 1 : Knowledge Gap
Expected Service
Service Delivery
Perceived Service
Customer –Driven Service Design and Standard
Service Communication
to customer
Perceptions of Customer Expectation
Customer
ServiceProvider
CustomerGap
Gap 1Gap 3
Gap 4
Gap 2
Research & SurveysK1 – Carers Satisfaction Survey Employee Survey on implementation of Core value
TrainingK6 - Train the TrainerK7 – Training for caring staff
CarersK2 – Education ProgramK3 – Care Plan ConferenceK4 – Focus GroupK5 – Volunteers Group
Service Provider Gap 2 :
Service Design and Standard GapExpected Service
Service Delivery
Perceived Service
Customer –Driven Service Design and Standard
Service Communication
to customer
Perceptions of Customer Expectation
Customer
ServiceProvider
CustomerGap
Gap 1 Gap 3
Gap 4
Gap 2
S1 Re-standardize Health Assessment
S3 Redesign of Diet
S2 Redesign Existing Routine Activities
S4 Aged Friendly Living EnvironmentS5 Aged-related Program
Service Provider Gap 3 :
Service Performance GapExpected Service
Service Delivery
Perceived Service
Customer –Driven Service Design and Standard
Service Communication
to customer
Perceptions of Customer Expectation
Customer
ServiceProvider
CustomerGap
Gap 1
Gap 2
Gap 4
Gap 3
P2 Performance Monitoring System
P1 Mentorship Program
P4 Visually appealing facilities
P3 Retreat Program
Nearly
Miss
Experience Staff
NewStaff
Lifting Hoist
Vibration machine
Service Provider Gap 4 :
Communication GapExpected Service
Service Delivery
Perceived Service
Customer –Driven Service Design and Standard
Service Communication
to customer
Perceptions of Customer Expectation
Customer
ServiceProvider
CustomerGap
Gap 1 Gap 3
Gap 2
Gap 4C2 Horizontal Communication
C1 Vertical Communication
Join Conference CaseManager
Nurse
PT CP OT
SDSocial Worker
Home Manager
Customer Perspective
Learning & Growth Perspective Financial Resources Perspective
Internal Process Perspective
Integrating Action Plan into Strategy Map
Vision, Mission, Objective
Live Health & Enhance communication with Carers
Improve Effectiveness & Efficiency
Balance BudgetEnhance Knowledge & skill on caring aging service users
Support NetworkK1, K2
Service UsersS2, S4S5, S6
Carers
K2, K3K4, K5
Customer Management
S1
Operation ManagementS4, S5, P1, P2, P4, C4,C5
Innovation/ Responsiveness
S2, S3, S6
Information Capital
C1K1
Organization Capital
C2
Human CapitalK6, K7
P3
Tight Budget
S5
Increase General
Donation S3
Increase Funding SupportS3, K1
Carers co-operation increase become partners
Less falling down incidentsLess complaints Reduced work accidents
Staff more confident & more knowledge more understanding to the behavior changes of service users