Add a SCORE assessment

Welcome to the Data Exchange training module – Add a SCORE assessment.

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SCORE stands for Standard Client Outcomes Reporting.

It is the main focus of the Partnership Approach and it allows for service providers to measure outcomes using a range of tools and methods, and to report those outcomes in a consistent and comparable way.

Capturing outcome information for clients is important because: 

• It demonstrates the collective impact of our programs and the outcomes achieved.
• This information will be shared with you as the service provider via a self-service report which provides visibility of the outcomes you are achieving.

Within the Partnership Approach, you can choose to record SCORE for one or more of your program activities.

SCORE data uses pre and post SCORE assessments and is collected in two ways:

1. From service providers who participate in the Partnership Approach, and shortly
2. Directly from clients via the client survey which is being piloted in the 2016/17 financial year.

The pre SCORE provides an understanding of your client’s situation at the commencement of them accessing your services and activity.

The post SCORE provides an understanding of your client’s situation toward the end of service. If the client is expected to access the service over a period of time (such as multiple reporting periods) post SCOREs can be recorded at regular intervals to reflect progress in their achieving an outcome.

Pre and post SCOREs can be measured against the four different outcome domains that are discussed in the following slides.

Client Circumstances measure long term changes in the different aspects of a client’s personal life. Circumstance SCOREs can be recorded against one or more of the following categories:

• Physical health
• Mental health, wellbeing and self-care
• Personal and family safety
• Age appropriate development
• Community participation and networks
• Family functioning
• Managing money
• Employment, education and training
• Material wellbeing
• Housing

Client Goals reflect outcome areas that client’s might immediately identify. You can choose to record outcomes against the following areas:

• Changed knowledge and access to information
• Changed skills
• Changed behaviours
• Changed confidence to make own decisions
• Changed engagement with relevant support services
• Changed impact of immediate crisis

In the situation of delivery of short term services, pre and post SCORE may be recorded in the same session or within a short period of time.

Client Satisfaction relates to three key questions as to the service provider’s perception of how the client feels about the services they have received:

1. The service listened to me and understood my issues
2. I am satisfied with the services I have received
3. I am better able to deal with issues that I sought help with.

Only a post SCORE is required for this outcome at the end of service delivery.

Community SCORE reflects changes that may occur through the provision of large group or community engagement work. You can choose to record an outcome against one or more of the three community areas:

• Large group/community knowledge, skills and behaviours to better address their own needs
• Organisation’s knowledge , skills and practices to better respond to the needs of targeted clients/communities
• Community structures and networks to respond to the needs of targeted clients/communities.

Unlike Circumstances, Goals and Satisfaction, these outcomes are reflected against all participants rather than individuals.

SCORE takes the form of a five point rating scale from negative impact (1) to positive impact (5) for the domains of Circumstances, Goals and Community SCORE; and the rating scale of disagree to agree for Satisfaction SCORE. 

SCORE is client focused and it measures the reasons why the client accessed services, and the impact of those services on client outcomes.

Service providers are therefore asked to record:

• Satisfaction SCORE’s for at least 10% of their clients
• Circumstances, Goals and Community SCOREs for as many clients as possible (at least 50%).

While engaging with clients, SCORE outcomes can be captured in the following ways:

1. Directly from a client
2. In consultation between a client and a practitioner
3. Where appropriate a practitioner’s professional judgement

Where organisations have established outcome measurement tools, they are encouraged to use these tools and then convert the results to the appropriate SCORE area and rating scale.

To assist with this conversion a Translation Matrix, which is available on the Data Exchange website, has been developed and includes the following commonly used tools:

• Strengths and Difficulties Questionnaire (SDQ)
• Kessler K-10
• Parental Empowerment and Efficiency Measure (PEEM)
• Edinburgh Postnatal Depression Scale (EPDS)
• Child Neglect Index (CNI)
• Outcome Rating Scale (ORS)
• Session Rating Scale (SRS)
• Bringing up Great Kids
• Personal Wellbeing Index – Adult (PWI-A)

A link to the Translation Matrix is found at the end of this module.

There are two ways that you can record SCORE in the Data Exchange:

1. When you have completed adding a session, the below banner will appear. Select the SCORE Assessments button.
2. Whenever you see the blow ribbon icon (for clients) or Add Community SCORE button for (community events).

Once a session has been created in the Data Exchange, a SCORE can then be added.

Select the icons below to view the demonstrations on how to add a SCORE for individual clients or for community event clients.

Selecting the Demo icon will return you to this slide to make another demonstration selection.

Individual clients SCORE

The following is a demonstration of recording an individual client SCORE.

For the purposes of this training module, we have already created a case and recorded it with a number of sessions. We will be adding a pre and post SCORE.

To add a client SCORE we select Find a Case at the Data Exchange home page.

For this demonstration we will be using case 0070 which is a Community and Home Support case, Delivery Meals at Home.

The clients associated with the case are Jane, Joan and Norma.

Listed are all the sessions recorded within this case.

Let’s go in and have a look at the session highlighted. Click on the Session ID.

For the purpose of this training module, we’re going to add a SCORE for the client Jane Nguyen.

To record an individual SCORE assessment, select the ribbon icon.

Here we’ve selected Jane, who’s attended a session under Case ID 0070.

Next, select the Add client SCORE button.

This displays the Add client SCORE page. You now need to select the Assessment phase.

There are two options: the pre SCORE which is the first SCORE assessment you’ve made within this case against the client, or a post SCORE which is a subsequent or final SCORE assessment.

In this example as this is the first session that Jane has attended, we’re going to record a pre SCORE assessment.

Next is the Assessment type.

As this is an individual client assessment, there are three options: Circumstances, Goals and Satisfaction. In this example we are recording under Circumstances.

Once we’ve selected the Assessment type, we select the Show Domains button.

Within Client Circumstances there are ten domains.

Please note that the type of outcome domain that will be relevant to each client will depend on the context of the funded activity being delivered.

With this in mind service providers only have to report against the domain that they think is most relevant.

Service providers have the option of also reporting on one or more additional domains if they consider these to be important.

To give you a better understanding of the domains and their ratings you can click on the Definitions hyperlink. 

Then click on the blue arrow next to the Circumstance domain that you are scoring against.

This will give you some extra guidance on what a SCORE of 1 will mean compared to a SCORE of 5.

Click the Close button to exit this information.

Importantly, you do not need to start all clients on a 1, and all clients do not need to end on a 5. The idea is that you are recording the outcome of their progress.

In this example, Jane has been assessed and was rated as a 2 against physical health. If you wish to, you could record SCORE assessments against additional domains; but in most cases it will just be a single domain that you are trying to measure.

If you’ve made an error, you can select the Clear ratings button, and this will clear your selections to start again. If you wish to get out of this SCORE without recording an assessment, select the Cancel button.

Once you’ve recorded the SCORE assessment that you wish to, select the Save button.

We now return to the Client Scores page.

You can edit or delete the SCORE assessment from here or by clicking the blue arrow we can see that we have recorded a SCORE assessment for Jane as a 2 under Physical health, for her first session that she attended within this case.

Select the Back button to return to the Session details page.

We can repeat the same process for another client in this session by clicking the Client SCOREs ribbon icon next to their name.

However we will add a post-SCORE to a different session for Jane, so we will click the Back button to the Case details screen.

We are now back at the Case details screen. We are going to add a post-SCORE for Jane. In this example we are going to use Session 6 as this was the final session within this particular case.

So we click on the Session ID number.

And the Clients SCOREs ribbon icon.

We then click the Add Client SCORE button.

Here we repeat the process, except for this time, we select Post-SCORE.

Then for the Assessment type, we again go through, select Circumstances as this was the original pre-SCORE assessment type selected. Then click the Show Domains button.

It is important that the same domain that was used in the pre-SCORE is selected for the post-SCORE.

In this example we are selecting Physical health and for this assessment we are recording a rating of 3.

Then click the Save button to save this assessment.

This takes us back to the Client SCORE’s page and again you can edit, delete or view the assessment if required.

This concludes adding a SCORE assessment for an individual client.

Select the demo icon to take you to the demonstration selection page or select the Forward button to continue.

Scripting for Community events clients SCORE

The following slides will demonstrate how to Add a SCORE assessment for community event.

For the purposes of this training module we have already created a case and recorded it with a session. We will be adding a pre and post SCORE.

From the Data Exchange home page we select Find a Case.

For this example we are using the Half Yearly BBQ Program case, so click on the Case ID.

The Case details displays and we click on the Session ID.

We are at the Session details screen, to Add a community SCORE we click on the Add Community SCORE button.

The Add community SCORE screen will display. 

The next step is to select the Assessment phase. For this example we will be assessing the group when they first started the session so we will select Pre SCORE.

Next to view the domains for Community SCORE, click on the Show Domains button.

There are three domains in the Community SCORE and if further information is required for the ratings from 1 to 5 for these domains, click on the Definitions for community SCOREs hyperlink. 

Then click on the blue arrow to get further information on the domain types.

Click on the Close button to close this screen.

Make your selection and in this example we are adding a pre SCORE of 1 next to Community structures and networks to respond to the needs of targeted clients and communities.

If you’ve made an error, you can select the Clear ratings button, and this will clear your selections to start again. If you wish to get out of this SCORE without recording an assessment, select the Cancel button.

Once you’ve recorded the SCORE assessment that you wish to, select the Save button.

You can click on the blue arrow to view the Community SCORE that has just been added and re click the blue arrow to close that information box.

In the situation of delivery of short term services, SCORE may be reported twice on the same day, or within a short period of time. For this example, we are going to record a post SCORE on the same day. Select Add a Community SCORE.

Select the Assessment phase and this time it will be post SCORE.

As we have already recorded a pre SCORE for this session the only option to display will be the post-SCORE. Select Show Domains.

It is important to select the same domain for the post SCORE as you did the pre SCORE. For this example the rating that we are recording is three. Then click save.

You are now back at the Session details screen where you can edit, delete or view the community score.

This concludes adding a SCORE assessment for a community event.

Select the demo icon to take you to the demonstration selection page or select the Forward button to continue.

Further information on the use of SCORE is available on the Data Exchange website. Select the t below to access these: Once you have viewed them all select the Forward button to continue.

• Using SCORE to report outcomes
• Data Exchange Framework (Section 6)
• The Programme Performance Story (Outcomes)
• Additional guidance for using SCORE with clients
• Translation Matrix

There is a wealth of information and support materials available to assist you in using the Data Exchange effectively. These include the Data Exchange website, the Protocols document, Task cards along with other e-Learning modules and Helpdesk.

Select the icons below to access these.

Thank you for viewing this information, select Exit to close the module.