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RIWC_PARA_A093 Supported Living for older people with intellectual disabilities

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A093 Supported Living for older people with intellectual disabilities

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RIWC_PARA_A093 Supported Living for older people with intellectual disabilities

  1. 1. Adopting Gap Model in Supporting Residential Homes for Aging Individuals with Intellectual Disabilities Ms. Vico Lau Nursing Officer 25.10.2016Website: www.fuhong.org Ms. Judy Chan Senior Service Manager
  2. 2. Admitted in 1980 Today
  3. 3. Grievance of Mary’s Mother Why ? She is healthly! What happened? Mary never fell down! Bone facture!
  4. 4. Strategic Plan Vision, Mission, Objective Customer Perspective Internal Process Perspective Learning & Growth Perspective Financial Resources Perspective
  5. 5. Gap Model of Service Quality Service Delivery Expected Service Perceived Service Customer –Driven Service Design and Standard Service Communication to customer Perceptions of Customer Expectation Customer Service Provider Customer Gap Gap 1 -Knowledge Gap 3- Service Performance Gap 4 - Communication Gap 2- Service Design & Standard Service Provider
  6. 6. Service Provider Gap 1 : Knowledge Gap Expected Service Service Delivery Perceived Service Customer –Driven Service Design and Standard Service Communication to customer Perceptions of Customer Expectation Customer Service Provider Customer Gap Gap 1 Gap 3 Gap 4 Gap 2 Research & Surveys K1 – Carers Satisfaction Survey Employee Survey on implementation of Core value Training K6 - Train the Trainer K7 – Training for caring staff Carers K2 – Education Program K3 – Care Plan Conference K4 – Focus Group K5 – Volunteers Group
  7. 7. Service Provider Gap 2 : Service Design and Standard Gap Expected Service Service Delivery Perceived Service Customer –Driven Service Design and Standard Service Communication to customer Perceptions of Customer Expectation Customer Service Provider Customer Gap Gap 1 Gap 3 Gap 4 Gap 2 S1 Re-standardize Health Assessment S3 Redesign of Diet S2 Redesign Existing Routine Activities S4 Aged Friendly Living EnvironmentS5 Aged-related Program
  8. 8. Service Provider Gap 3 : Service Performance Gap Expected Service Service Delivery Perceived Service Customer –Driven Service Design and Standard Service Communication to customer Perceptions of Customer Expectation Customer Service Provider Customer Gap Gap 1 Gap 2 Gap 4 Gap 3 P2 Performance Monitoring System P1 Mentorship Program P4 Visually appealing facilities P3 Retreat Program Experience Staff New Staff Lifting Hoist Vibration machine
  9. 9. Service Provider Gap 4 : Communication Gap Expected Service Service Delivery Perceived Service Customer –Driven Service Design and Standard Service Communication to customer Perceptions of Customer Expectation Customer Service Provider Customer Gap Gap 1 Gap 3 Gap 2 Gap 4C2 Horizontal Communication C1 Vertical Communication Join Conference Case Manager Nurse PT CP OT SD Social Worker Home Manager
  10. 10. Customer Perspective Learning & Growth Perspective Financial Resources Perspective Internal Process Perspective Integrating Action Plan into Strategy Map Vision, Mission, Objective Live Health & Enhance communication with Carers Improve Effectiveness & Efficiency Balance BudgetEnhance Knowledge & skill on caring aging service users Support Network K1, K2 Service Users S2, S4 S5, S6 Carers K2, K3 K4, K5 Customer Management S1 Operation Management S4, S5, P1, P2, P4, C4,C5 Innovation/ Responsiveness S2, S3, S6 Information Capital C1 K1 Organization Capital C2 Human Capital K6, K7 P3 Tight Budget S5 Increase General Donation S3 Increase Funding Support S3, K1 Carers co-operation increase become partners Less falling down incidents Less complaints Reduced work accidents Staff more confident & more knowledge more understanding to the behavior changes of service users

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