Outcomes Management

Continuous quality improvement

Brockville & Area Community Living Association is constantly changing the way it does business so that we keep in touch with the unique needs of each individual with an intellectual disability. We have taken an outcomes approach to quality services improvement.

Adopting an outcomes management program

Our quality improvement journey began with our support staff who interviewed individuals that were receiving services from Brockville & Area Community Living Association. Questions were asked that focused on issues that matter the most to the individuals we serve, and how these issues affected their lives.

Once these questions were answered, our support staff began the job of matching services to the desired outcomes. As a result, our traditional support directed approach to services moved to a process that was directed by the people who were receiving the service.

A key question that is now asked by our staff at the start of every day is “What can I do for you today?