Table 1

List of indicator measures

TypeIndicatorScale
Outcome measures
  1. Percentage of clients satisfied or very satisfied with their regular Personal Support Worker.

  2. Percentage of clients satisfied or very satisfied with relief Personal Support Worker.

5-point Likert Rating Scale
1=very dissatisfied
5=very satisfied
Process measures
  1. Clients were asked whether Personal Support Workers introduced themselves and how often.

4-point Likert Rating Scale
1=never
4=always
  1. Percentage of staff that agree or strongly agree that the new shift exchange process will help incoming staff provide more consisent care.

  2. Percentage of staff that agree or strongly agree that the new shift exchange process will help themselves provide more consisent care.

5-point Likert Rating Scale
1=strongly disagree
5=strongly agree