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CISCA - The Care Industry Staff Capability Assessment Tool

CICSA

Care Industry Service Capability Assessment

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CISCA is the assessment tool specifically designed for teams in the care industry to illuminate teams' biggest strengths, gaps and development opportunities.

CISCA uses data to create insights to drive organisational clarity, focus investment, change and performance.

CISCA is the window through which we can see the correlations between staff capability, engagement, and their ability to deliver high quality care, assessed through self and customer feedback.

The purpose of CISCA is to capture the current snapshot of the entire team’s care capability and performance, and by comparing the views of different feedback providers allows us to understand any blind spots that might be present.

It shines a spotlight on the most significant gaps for the team and organisational capability, engagement and culture, and provision of care, by understanding the current and desired performance, and additional feedback across multiple areas.

CISCA measures:

  • Care Capability - The entire team's performance in 6 Domains that enable great quality care;
    • Caring for Self,
    • Caring for Others,
    • Caring with Purpose,
    • Caring Safely,
    • Caring Differently, and
    • The industry relevant Care Standards
  • Engagement - Staff engagement levels to understand on a deeper context the level of commitment, satisfaction and morale within the team.
  • Consumer Satisfaction - The team's performance to deliver the relevant Care Standards, customer satisfaction and Net Promoter Scores (NPS) including feedback from customers and their family members.
  • Culture - Overall understanding of culture at a team or site level.
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How it works

Survey. The survey is open to all staff and consumers (customers who receive care, and their family members) of a discrete care team.

Feedback. Team members and their Leaders participate by completing an online survey about the entire team and provide feedback across all areas. Consumers provide feedback on the team's ability to deliver on the Care Standards, and their Satisfaction with the care they receive.

Analysis. Data is collected from each of the feedback provider groups then is analysed.

Reporting. Each team is provided with a comprehensive report that outlines current strengths and biggest areas of opportunity or ‘gaps’ in care capability, staff engagement across seven factors, qualitative and quantitative consumer feedback and overall organisational culture.

Insights. Because it compares the team’s own view with that of their leaders and consumers, it illuminates potential blind-spots in the team's capability as well as strengths.

Debrief. Following the survey administration and reporting period, a CISCA Accredited Practitioner (Coach) will debrief the results and provide recommendations to key stakeholders with a focus on levers for change to drive results.

Online. The CISCA process is administered completely online, with options for paper surveys to be provided for consumers if needed. Reports are supplied in electronic and hard copy.

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Benefits for your organisation

Identify levers for change. CISCA reveals why your culture, capability or performance is not where it should be. It illuminates critical levers for change to shift key organisational metrics like engagement and Net Promoter Score (NPS).

Benchmarking. CISCA allows benchmarking of each team's performance and engagement across your organisation and the entire care industry.

Targeted approach. It illuminates key areas of focus in team of organisational development to enable a targeted investment approach.

Holistic. Combine CISCA with CILCA 360 to understand the full picture of leadership impact and staff capability, engagement & culture. This enables informed decision making at a high level, considering a multitude of complex factors.

Insights. Read about one of our client transformation stories by downloading our CISCA case study; where one organisation used data-driven insights to create even higher quality care outcomes.

Case Study

Industry: Care Provider

Location: Western Australia

Employees: ~1,000+

Their Challenge

One of Australia's largest care providers knew things could be better.

  • Some teams weren't engaged while others were excelling.
  • Management were concerned the quality of care was being impacted and auditors might recommend changes.

Unable to pinpoint what to focus on to  improve, they engaged CISCA across their organisation including employees, consumers and their families.

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Our Solution

CISCA is an assessment tool specifically designed for teams in the Care Industry to help organisations understand where their biggest risks and opportunities lie.

CISCA allows you to measure your performance against elements of the Australian Care Standards by measuring:

  • Care Capability
  • Employee Engagement
  • Consumer Satisfaction
  • Organisational Culture

What's the 'Great' team got that the 'Good' team doesn't?

68% higher NPS and 23% higher engagement People-focused vs task-focused leadership High level of genuine care for each other Comfortable engaging in constructive conflict

The 'Good' Team

The Good Team

66% Employee Engagement
51% Consumer Net Promoter Score

The 'Great' Team

The Great Team

81% Employee Engagement
84% Consumer Net Provider Score