Session Description

How do you ensure the voices of clients and caregivers inform decisions at every level of an organization? While client experience is widely recognized as a key indicator of quality care, many existing measurement tools fail to capture what matters most to people receiving care at home. 

This session explores the development and implementation of the Client Experience Survey for Integrated Home and Community Care (CESI-HCC), a purpose-built tool designed specifically for home and community care settings. Presenters will share the survey's rigorous five-phase development process, involving clients, caregivers, providers, and leaders, and discuss lessons learned from collecting and analyzing more than 14,000 responses. 

Attendees will learn how client experience data can be translated into meaningful insights that support quality improvement, organizational learning, and evidence-informed decision-making, from frontline care teams to executive leadership. 

Designed for home and community care leaders, quality improvement professionals, and program managers, this session will provide practical tools and implementation strategies to help organizations strengthen measurement, amplify client voices, and drive continuous improvement.