R E H A B I L I T A T I O N - Ontario Hospital Association

CLIENT PERSPECTIVESPERSPECTIVESThis quadrant describes clients’ perceptions of the care they received while in designated adult inpatientrehabilitation beds.The analysis reflects perceptions of clients while in designated rehabilitation beds between April 2005 andMarch 2006.For each of the indicators, a higher score is desirable, as is an above-average performance classification.The maximum score for each indicator is 100.Results for the 37 hospitals thatvoluntarily participated in therehabilitation client perspectives surveyprocess in 2005–2006 are included inthe analysis and illustrated in theperformance allocation tables.CLIENT PERSPECTIVESIndicator DefinitionsThe indicators in this quadrant are made up of individual questionnaire items that reflect different areas ofclient perspectives.Client Participation in Decision-Making and Goal-SettingThe extent to which clients are included in decision-making and goal-setting.Client-Centred EducationThe extent to which the education and information that clients receive is client-centred.Evaluation of Outcomes From the Client’s PerspectiveThe extent to which clients are involved in evaluating the outcomes of treatment.Family InvolvementThe extent to which families are involved in the rehabilitation process.Emotional SupportThe extent to which clients feel they are receiving emotional support from staff.Physical ComfortThe extent to which clients feel that their physical comfort needs have been addressed.Continuity and TransitionThe extent to which clients feel that there was continuity and transition evident in rehabilitation programs forclients following discharge from inpatient rehabilitation.Overall Quality of CareAscertains client perceptions of the overall quality of rehabilitation care.Response RatesThe Client Perspectives ofRehabilitation Services Questionnaire(CPRSQ) was sent to 13,874 clientsfrom 37 participating hospitalsbetween April 1, 2005, andMarch 31, 2006. In total, 6,901 usablequestionnaires were returned, resultingin an overall response rate of 50%. Theresponse rate between the sexes wasvery similar—females had a responserate of 50% while males had aresponse rate of 49%.NRC+PickerThe client perspectives results in thisquadrant of the report are based ondata collected by NRC+Picker Canada.NRC+Picker Canada is a Canadianresearch company specializing inpromoting patient-centred care inthe Canadian health care setting.NRC+Picker Canada has over 13years’ experience nationally, and over26 years’ internationally, conductingsurvey research designed to uncoverwhat is most important to patients.PAGE 19