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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
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2. Presentation Outline
• About VAC
• Context
• Scope of work
• Samples
• Future steps
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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)
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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

5. 5
SERVICE DELIVERY NETWORK

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
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HPD Context
• New Health Professionals
Division formed in 2012
• New DG Fall 2014
• New Departmental Strategy
• New DM, New Min VA
• Performance Measurement

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VAC PAA (2015-16)

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?)
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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 Forecasting Model / Tool

14. Workload Analysis Forecasting Model / Tool

15. Workload Analysis Forecasting Model / Tool

16. Workload Analysis Forecasting Model / Tool

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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

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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
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24. Contact:
cyd.courchesne@vac-acc.gc.ca
613 945-6939
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