Using quality of life to evaluate outcomes and measure effectiveness

Evaluating the outcomes achieved by service providers who assist people with intellectual disabilities is extremely important in terms of ascertaining whether service providers achieve their goals. Furthermore, knowledge of the outcomes achieved by service providers better equips those charged with managing them to make strategic decisions to fulfill their accountability obligations for the best use of limited resources. The authors provide support for the emerging view that quality of life is an outcome measure that can be utilized to assess service providers' performance. To do this they modified a performance measurement framework to illustrate how quality of life can be incorporated in a comprehensive analysis of the outcomes achieved by various stakeholders of the service provider. They then used three examples drawn from the literature (relating to employment services, the U.S. state of Nebraska, and family quality of life), to highlight how this framework could be applied. Ideas are also presented on other areas where a comprehensive stakeholder analysis, incorporating quality of life measures, could form part of a service provider's performance evaluation. The authors review some issues that should be considered in relation to the implementation of a comprehensive performance measurement system that incorporates quality of life as one of the outcome measures