1. Operational Capacity Analysis to Support
Healthcare Outcomes
for Veterans
(or the unintended effects of asking simple questions…)
PERFORMANCE AND PLANNING EXCHANGE (PPX)
January 26, 2016
1
3. About VAC
• VAC = Department of Veterans Affairs, Veterans Review and Appeals
Board, Ombudsman
• Responsibility for pensions/benefits and services for war veterans, retired
and still-serving members of the Canadian Forces and Royal Canadian
Mounted Police, their families, as well as some civilians.
• 3555 personnel
• 4 Branches ( Service Delivery, Strategic Policy and Commemoration,
Strategic Oversight and Communications, Human Resources and
Corporate Services)
3
Service Delivery
• 4 Divisions Field Operations (District Offices and client services), Central
Operations (Adjudications), Program Management (Treatment and
Benefits), Health Professionals)
• 1550 personnel
6. Health Professionals Division
• Admin Staff (6)
• Field Staff
– Medical Officers (41)
– Nurses (55)
– Occupational Therapists ( 60-all
contractors)
• Directorate of Mental Health (23)
– Psychologists
– Social Workers
– Other occupations
6
HPD Context
• New Health Professionals
Division formed in 2012
• New DG Fall 2014
• New Departmental Strategy
• New DM, New Min VA
• Performance Measurement
8. Scope of HPD Workload Project
• Inventory activities
–(what are we doing?)
• Workload analysis
–(how busy are we?)
• Logic Model
–(are we doing the right things?)
• Performance Measurement framework
–( are we achieving the right outcomes?)
8
17. 17
Summary and Analysis of Capacity/Utilization Results
• Workloads can vary significantly from region to region
• Activities can vary significantly from province to province
• Analysis of “outliers” provides potential opportunities for process
improvement
• HPD staff continue to go “above and beyond” to help meet
Healthcare Outcomes for Veterans