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Operational Capacity Analysis
- 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
- 2. Presentation Outline • About VAC • Context • Scope of work • Samples • Future steps 2
- 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
- 4. 4 Total Department Workforce Service Delivery Workforce
- 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 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
- 9. Inventory of HPD activities
- 10. Workload Analysis – Data Collection
- 11. Workload Analysis – Data Comparisons and Validation
- 12. Activity Flow (Inputs to Outputs) Nurses OTs
- 13. Workload Analysis Model / Tool
- 14. Workload Analysis Model / Tool
- 15. Workload Analysis Model / Tool
- 16. Workload Analysis Model / Tool
- 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
- 18. HPD Engagement HPD Support to Strategic Outcome 1
- 19. HPD Support Various PMF Indicators HPD Engagement
- 20. HPD Support Various Program Performance Measurement Strategies
- 21. Linking Activities and Outputs to Outcomes and Performance
- 22. 22 Benefits and Lessons Learned • Validation • Information for decision making • Communication • Need to implement and sustain
- 23. Next Steps • Validate workload nationwide ( all offices) • Extract workload volumes from existing databases • Deploy scenario-playing model nationwide • Report and forecast 23
Notes de l'éditeur
- A Canada-wide network of approximately 1,555 employees, with new hires coming on board, Service Delivery Branch delivers services through the following networks: Online Telephone In person Mail Together these channels provide two way support and communication between VAC and Veterans and their families when they need it regardless of where they live We have a network of partners that include all levels of government, the private sector and community organizations Veterans and their families are always able to contact VAC staff by calling the following toll-free number: 1-866-522-2122, or by visiting us online. There, they can find My VAC Account and the Benefits Browser. In-person channel: 60+ in-person service points across Canada, comprising: National network of interdisciplinary client service teams in 26 areas offices and at 24 Integrated Personnel Support Centres (IPSCs) and 7 satellite centres on or near CAF bases and wings Registered nurses & occupational therapists and VAC case managers also do home visits with Veterans for those requiring them. 8 area offices in Kelowna, Brandon, Saskatoon, Windsor, Thunder Bay, Corner Brook, Sydney and Charlottetown were closed on January 31, 2014. A VAC Client Service Agent is posted in each of the Service Canada locations nearest to the 8 closed VAC offices. Prince George which was a service centre closed in January 2013. National Network of Mental Health Clinics (28 currently: 10 VAC Operational Stress Injury (OSI) Clinics, 8 satellite OSI clinics and 7 CAF Operational Trauma Support Services Centres). We are building on the Network in fall 2015. Service Canada offices (almost 600 nation-wide) VAC’s partnership with Service Canada is meant to complement our service-delivery network, not replace it. Military Family Resource Centres (pilot) Operational Stress Injury Social Support (OSISS) Peer Support Network. We are building on the current network of 48 volunteers with 15 additional and more focus on outreach. On-line: Web site www.veterans.gc.ca and www.servicecanada.gc.ca , including VAC Benefits Browser, My VAC Book and e-Tools such as PTSD Coach, OSI Connect and On-line Caregiver My VAC Account (24/7 access) Medavie Blue Cross Military Employment Transition Portal Telephone: National Contact Centre Network (NCCN) - 1-800 Line 24/7 VAC Assistance Service, 1-800-268-7708 Service Canada Medavie Blue Cross Pastoral Outreach Mail
- Validation by comparison was one of the key aspects of the study. This also highlights the Estimated OT in each office which is obviously a management issue to be addressed (and maybe one of the key reasons the study was commissioned in the 1st place?