Clinic performance measures

Consultation status: closed

Last updated: Tuesday, February 3, 2015


Overview

Clinic performance measures are required for Legal Aid Ontario (LAO) to meet its obligation under the Legal Aid Services Act and the Transfer Payment Accountability Directive. They also address recommendations made by the Auditor General in his 2011 value for money audit. Reporting the specified measures will be mandatory for all clinics.

These performance measures are the first to be implemented for clinics; they will change over time as more information is gathered and refinements are made.


Key documents highlighting the approved performance measures

Approved clinic performance measures
(includes examples of charts and reports)


Governance scorecard


Quality indicators for non-case activity (as recommended by ACLCO)


Case and initiative indicators for complexity, scope of impact and results achieved


Notice: Clinic performance measures
Notice sent out in Feb. 2015 regarding the results of the consultation


Questions and answers



2013-14 consultations and results

Key concerns voiced by the clinics

Clinics expressed concern about:

  • Performance measure #1: the average case cost
  • Performance measure #2: resource allocation, and how LAO would use performance measures data

Their concern was that LAO would use average case cost and resource allocation measures to defund or reduce funding to clinics.


LAO's response

Performance measures will be used as a means to support ongoing quality improvement in clinics so that access to justice for clients is maximized. Their role is to:

  • demonstrate whether the clinic is meeting its mandate and strategic goals
  • inform decisions
  • promote continuous improvement
  • fulfil obligations for accountability and transparency to the public

Performance measures were not developed as a means to defund or reduce the funding to individual clinics or the clinic system.


Changes made as a result of the consultations

Here are some of the key changes to performance measures identified through the consultations.

  1. Based on advice from the specialty clinics, LAO added indicators to capture complexity, scope of impact and results achieved. This information will provide a means to assess the systemic impact of clinics within the poverty law realm.
  2. LAO added quality indicators for non-case work, as recommended by the ACLCO. Clinic must address these indicators and submit their finding annually to LAO.
  3. Clinics are to calculate costs based on standard hours per week for 35-hour weeks (reduced from 36.25 hours). In addition, they will use individuals salaries.
  4. Time spent on initiatives will be docketed and reported as part of performance measure #2.
  5. Client surveys will be anonymous. Clinics current surveying practices will not change, but they will need to include four mandatory indicators.
  6. LAO expanded the reasons why full service was not provided.
  7. LAO deleted performance measure #7: the initial file evaluation response time.
  8. LAO removed weighting of governance scorecard indicators, and expanded response options to include working on it.

How clinics can report performance measures

Clinic Information Management System (CIMS) will be used to track and produce reports for most of the measures. The governance scorecard, quality of non-case activity, client satisfaction, and complaints statistics will be captured and reported outside the CIMS database.

Approved clinic performance measures (includes chart and report examples) identify the details that will be reported directly from CIMS and the components that will be captured outside CIMS.

CIMS readiness for data capture is targeted for July 2015, with the first quarterly report (dated September 30) due in November 2015. Further notice on timing of reports will be issued to clinics later. Clinics will generate reports from CIMS, input comments, and submit documents to LAO.


2013 consultations

Throughout 2013, LAO consulted with the clinic system on the draft performance measures. The attached documents reflect some of the proposed amendments by clinics and further explanations of the rationale for these performance measures.


Documents

LAO's Amended Clinic Performance Measures: Highlights of consultation outcomes and amendments [PDF 232 KB]

Appendices:


The measures to be reported to LAO may include four different components, each assessed individually: activity data, performance measures of efficiency, performance measures on effectiveness, and quality measures.

These performance measures are the first to be implemented for clinics; they will change over time as more information is gathered and refinements are made.

The proposed performance measures are required for LAO to meet its obligation under the Legal Aid Services Act and the Transfer Payment Accountability Directive, and to address the recommendations made by the Auditor General in his 2011 value for money audit.

Clinics expressed concern that LAO would use average case cost and resource allocation measures to defund or reduce funding to clinics. Performance measures will be used as a means to support ongoing quality improvement in clinics so that access to justice for clients is maximized. The measures demonstrate whether the clinic is meeting its mandate and strategic goals, they inform decisions and promote continuous improvement, and fulfil obligations for accountability and transparency to the public. Performance measures have not been developed as a means to defund or reduce the funding to individual clinics or the clinic system.

This is further reflected in the new criteria indicators that LAO has added to the performance measures, with the advice of the specialty clinics, to capture complexity, scope of impact and results achieved. Capturing this information will also provide a means to assess the systemic impact of clinics within the poverty law realm.


Questions

If you have any questions or require more information please contact:

Nick Roller
Business manager, corporate services
Phone: 416-979-2352, ext. 6444
Email: rollern@lao.on.ca