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The client impact report can assist a CLC to understand the extent to which their activities are achieving the intermediate outcomes of:
Where the data is indicating that those outcomes could be strengthened, then it might be appropriate to review the data with a view to service improvements.
Following is a list of questions that might be asked of client impact statements. The answers to these questions could start an internal service improvement discussion.
Appropriateness of service delivery
Effectiveness in making an impact for clients
- Appropriateness of service delivery
- Effectiveness in making an impact for clients.
Where the data is indicating that those outcomes could be strengthened, then it might be appropriate to review the data with a view to service improvements.
Following is a list of questions that might be asked of client impact statements. The answers to these questions could start an internal service improvement discussion.
Appropriateness of service delivery
- Who accessed the service?
- Are the clients who accessed the service our intended client base for this service?
- Are there any trends about the types of clients accessing the service?
- Are there any client groups missing that we would expect to see accessing the service?
- What level of service was provided to the clients?
- Is there an underservicing of clients?
- Are there any trends about problem types?
- Are there problem types that are not represented but should be given the target group?
- Are clients being referred to appropriate agencies?
- Are there other agencies that should be referred to, but are not?
- Are the services meeting the client's needs/expectations?
- Do others in the community make referrals to the service?
Effectiveness in making an impact for clients
- Is the service meeting the client's legal need?
- Is there a clear link between the service provided and client outcome?