Case workers can evaluate the quality of services delivered to a client. The purpose of service evaluation is threefold: to ensure that the service effectively meets the needs of the client, to aid other case workers in deciding on a suitable provider, and to help the agency decide whether or not to continue using a particular provider in the future. To provide flexibility to case workers, a service evaluation can either be performed before or after a service is completed.
As part of service evaluation, provider strengths and weaknesses are evaluated across a number of criteria. For example, a case worker can evaluate a provider of counselling services for punctuality, facilities, and staff. During the evaluation, a rating of 1, 2, 3, 4, or 5 is indicated by the case worker for each evaluation area, i.e. punctuality, staff. The system then automatically calculates an average rating of all evaluations submitted by case workers of the service. This average rating can be used by other case workers when deciding on a provider and in future discussions on provider quality in general.
The criteria used to evaluate a service provider is configured as part of configuring services. For more information, see Configuring Services and Referrals.