day, Knowles Centre strives to carry out its mission and vision. When we are
successful in achieving this goal, we make a positive difference in the lives
of our clients and their families who are experiencing difficulties.
2015 - 2016 Performance and Quality Improvement Report
To ensure that Knowles Centre remains effective and efficient as a social
service agency, we must be committed to continuous quality improvement.
Knowles Centre has developed a Performance and Quality Improvement plan that
guides us in our efforts to continually improve the way we work and to create
an environment that fosters success in all we do.
What is PQI?
and Quality Improvement (PQI) is a self-administered program within Knowles
Centre. It monitors key aspects of all our core services and administrative
processes. This information is used to highlight where Knowles Centre is
performing well, and where performance needs to improve. As a result, we can
“close the gap” between current and expected levels of quality.
Who is involved in PQI?
at Knowles Centre involves all our stakeholders: clients, foster parents,
clients’ social workers, funders, staff and managers, and board members.
Knowles Centre surveys the above stakeholders as part of our PQI process.
Furthermore, Knowles Centre shares the results of our PQI analysis with these
The annual PQI report is reviewed by the PQI Steering Committee, which
represents a cross-section of Knowles Centre (from board member to frontline
staff), as well as an external representative. The committee members provide
their feedback on the report from different perspectives.
What is being measured?
uses a set of “tools” specific to Knowles Centre to measure and evaluate the
effectiveness and efficiency of our programs and services:
The quality of clients’ files is reviewed quarterly. The case review
ensures documents are present, treatment is effective, continuation of
treatment is warranted, and resources are managed efficiently.
A monthly analysis of the reported incidents, accidents, and
grievances generated by clients is reviewed. The purpose is to discern any
trends with incident reports in order to reduce risk.
Stakeholders, including clients, are surveyed annually on their
opinions about different aspects of the services provided by Knowles Centre.
The purpose is to identify how Knowles Centre’s services could be improved,
according to our stakeholders.
The specific outcomes for clients in each program are reviewed
semi-annually (e.g., behavioral, emotional, developmental, and school
functioning). The purpose is to assess how effective treatment is in helping
clients improve their functioning and achieve their treatment goals.
Knowles Centre’s staff retention rate is compared annually to other
relevant local treatment centres.
The Director of Finance and Administration analyzes monthly various
relevant financial documents. The purpose is to assess Knowles Centre’s
The above information is collected and analyzed by Knowles Centre’s management
team and presented to our stakeholders in an annual PQI report, as well as
summary inside our annual report.
John G. Stewart School produces an annual report, which is part of
the annual PQI report. The school collects student data on attendance, class
completion rate, and changes in achievement scores during the school year
(reading, spelling, arithmetic). This data is analyzed annually and the report
is completed by the school principal.
2013 - 2014 Performance and Quality Improvement Report
2012 - 2013 Performance and Quality Improvement Report
2011 - 2012 Performance and Quality Improvement Report
2010 – 2011 Performance and Quality Improvement Report