Ageing, Disability & Home Care

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Key Performance Indicator (KPI) Guide

How will providers know if they are meeting the NSW Disability Services Standards (NSW DSS)?

ADHC has introduced 18 outcomes focused and easily implemented KPIs so service providers can measure their organisation's performance against the NSW DSS.

To support the introduction of the KPIs, a simple guide has been developed which explains how to gather information to demonstrate that the KPIs are being met and how to use this information to inform continuous improvement.

The KPIs can be used for a range of reasons including the following:

  • To measure improvement over time
  • To set targets to motivate continuous improvement
  • To establish 'baseline information' about what the organisation is achieving (i.e. how the organisation is performing now)
  • As part of a self assessment which could be included in third party verification.

Service providers can determine if and when the KPIs are implemented. For example, if an organisation is just starting to build a quality management system, measuring performance may come once policies, procedures and feedback mechanisms are in place. KPIs can also be introduced using a small number at a time. On the other hand, organisations already using KPIs can map these against the KPIs set out in the KPI Guide (PDF) to ensure the organisation is complying with the NSW DSS.

Download a Word version of Appendix A (DOC) to undertake a self assessment using the NSW DSS KPIs.

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