Developing a performance measurement system for self-reliance.

The purpose of this study is to develop a performance measurement system that enables healthcare insurer Menzis to assess home care providers on how they perform on increasing self-reliance of clients. We developed performance indicators on the basis of six interviews with directors and managers of home care organizations and a participant observation performed by three home care providers out of the Menzis region. The indicators are organized, according to the model of Donabedian, in structure indicators, process indicators and outcome indicators. In addition, on the basis of the interviews, observation and a literature review, we have investigated whether there are client characteristics that influence the possibilities for a client to become (more) self-reliant.