A093 Supported Living for older people with intellectual disabilities

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. Admitted
in 1980
Today

3. Grievance of Mary’s Mother
Why ?
She is
healthly!
What
happened?
Mary never
fell down!
Bone
facture!

4. Strategic Plan
Vision, Mission, Objective
Customer
Perspective
Internal Process
Perspective
Learning & Growth
Perspective
Financial Resources
Perspective

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. 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. 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. 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. 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. 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