Measuring effectiveness in a multi-stream service delivery organisation: A reflection on processes, outcomes, and strengths-based failures

Service design snapshots
Wednesday 25 July, 1410 – 1420


Robyn Parker

Matt Stubbs

Organisations across the sector are creating systems and processes to support their transition to the future. In order to effectively move into a sector that is becoming more outcome-oriented there needs to be greater dialogue and increased understanding among providers about how we best support staff and shape services so as to ensure as smooth a transition as possible. Interrelate has developed a framework through which practitioners and clients provide data to reflect their assessment of clients’ progress towards achieving therapeutic goals, using tools that also have therapeutic value for the practitioner and client.

Client data comprises ratings as well as comments about how the service helped them. Implementation of the framework required consultation, piloting, training and support of practitioners, and the development of processes relating to the entry of the data into the client database. This paper will outline the development of the framework, training of practitioners and the rollout of the framework across regional offices.

The paper will also discuss the review of the entire process including reporting the results of clients’ responses to a survey about their experience of completing the feedback forms. The presentation will comment on the challenges of designing a framework to accommodate clients and practitioners across a range of services, disciplines and practice approaches.