Program Evaluation: Incorporating Research and Quality Improvement Methods To Enhance Volunteer Experiences

Transcription

1 Program Evaluation: Incorporating Research and Quality Improvement Methods To Enhance Volunteer Experiences Debi Houliares Director of Programming EquiCenter PATH Intl. Certified Therapeutic Riding and ESMHL - Mentor Jan Schriefer MSN MBA DrPh Assistant Professor, University of Rochester

2 EquiCenter, Inc. Began in Mendon NY in May 2004 Offer equine facilitated learning (EFL) Work toward individual client goals Volunteers and horses are carefully selected and trained

3 Introduction The satisfaction of volunteers in Equine Assisted Therapy (EAAT) programs has not been studied in much detail. A review of the literature reveals just a handful of writings on the subject. Volunteers are the lifeblood of EAAT programs and the success is dependent on volunteers staffing the therapy sessions. The satisfaction and retention of volunteers is a key component in successful EAAT programs.

4 Purpose/Objectives See how research has been incorporated into a center to improve the experience of volunteers. Ongoing process evaluation provides timely, constructive feedback about areas that need improvement. Identify the key themes that drive volunteer satisfaction using a simple survey method to help us improve our retention of volunteers. The subjects in this research are the volunteers and staff at EquiCenter in Rochester, New York. IRB approval has been obtained for the project through the University of Rochester. Increase volunteer satisfaction by 10% between January 2013 and September 2013 using quality improvement cycles to test changes emerging from our work.

5 Methods Qualitative research method of content analysis of the survey responses was completed. Quality improvement using rapid cycle plan do study act (PDSA) cycles Model for improvement is being used as our conceptual model. The improvement cycles are driven by volunteers and their response on the satisfaction survey. Volunteer satisfaction survey results are monitored every month.

6 Measures/Results Our Volunteer coordinator or trained volunteers do survey follow-up with volunteers. It is important to keep a personal approach with people who are volunteering to staff lessons Content analysis was performed to see what themes emerge from the survey Face and content validity of the survey was done by showing it to 2 experienced researchers Word clouds were also used to provide an interesting visual display of the themes.

7 Survey Results Overall = 4.9 When to Help = 4.35 Training = 4.57 Communication = 4.42 Teamwork = 4.95

8 Model for Improvement What are we trying to accomplish? How will we know that a change is an improvement? What changes can we make that will result in improvement? Act Plan Study Do The Model for Improvement was developed by Associates in Process Improvement Institute for Healthcare Improvement

9

10 Purpose Tests Biases Measurement for Learning and Process Improvement To bring new knowledge into daily practice Many sequential, observable tests Stabilize the biases from test to test Measurement for Research To discover new knowledge One large "blind" test Control for as many biases as possible Data Duration Gather "just enough" data to learn and complete another cycle "Small tests of significant changes" accelerates the rate of improvement Gather as much data as possible, "just in case" Can take long periods of time to obtain results

11

12 Measurement: Types and Time A P S D Changes That Result in Improvement Hunches Theories Ideas A P S D Process Measures Harm Outcome Measures

13

14 What is the PDSA Cycle? Act What changes are to be made? Next cycle? Study Complete the analysis of the data Compare data to predictions Summarize what was learned Plan Objective Questions and predictions (why) Plan to carry out the cycle (who, what, where, when) Do Carry out the plan Document problems and unexpected observations Begin analysis of the data

15 Repeated Use of the PDSA Cycle A P S D Changes That Result in Improvement Implementation of change Hunches Theories Ideas A P S D Very small scale test Follow-up tests Wide-scale tests of change

16

17 Start Small and Do More Improved Decision Support A P S D Cycle 1E: Create a photo directory of staff and nametags Cycle 1D: Move the When to Help Review to beginning of volunteer training Use of flowsheet will improve care to known standards A P S D Cycle 1B: Revise volunteer survey after review by research staff Cycle 1A: Create volunteer satisfaction survey Cycle 1C: Create a spot in the volunteer room for blank and completed survey

18 Conclusions Programs rely heavily on the services of volunteers. Retaining volunteers is an important component of successful programming. By partnering with an academic institution, the EquiCenter has successfully incorporated simple qualitative research around volunteer satisfaction. Using quality improvement methodology to test improvements and implement changes suggested by volunteers is a positive way to capture their valuable insights and make systems change. The improvement work can be accomplished through collaboration between pediatric faculty and the Equicenter staff and volunteers. The findings of the survey will support islands of competence and a community of practice.

19 Resources ImprovementMethods provides information on improvement methods, strategies, and changes Langley J, Nolan K, Nolan T, Norman, C, Provost L. The Improvement Guide. San Francisco, California: Jossey-Bass; 1996.

20 Contact

21 We need your help Please complete the form on your table if you are interested in joining a 1 year learning collaborative We will talk once a month for 30 minutes We will work on a common goal Centers will share their innovations each month