The Personal Outcome Measures© were developed by The Council on Quality and Leadership (CQL).

Historically, measures of quality were often far removed from the actual impact in the lives of the consumers of the services. Providers would focus on “process measures” rather than “outcome measures,” since they were often easier both to measure and to control. If the administrative and programmatic processes, protocol, procedures and paperwork were in place, then the quality of service was assumed. Over time measures of quality shifted from “processes” to “outcomes,” but still the focus was often on what the provider could measure and control best, and this was not the consumer. Under this model, quality was assumed by measures of service objectives written, or units of service delivered.

As the long-term care system continues to evolve, quality measures have started to become personalized and individualized relative to specific consumers. BHDD OIDD strives to use personal outcome measures to determine how well the service and support providers are helping an individual consumer achieve personal goals. Activity in this area is based on the work of The Council on Quality and Leadership.

Personal outcome measures are often founded on goals that the individual has set for themselves in conjunction with their family and their “circle of support.” They are thought about and discussed, hopefully weighed against alternative goals and decided upon. To this degree they are objective and “matters of the head.” On the other hand, measures of consumer satisfaction have a larger affective component; satisfaction is a “matter of the heart.” It is very possible for a consumer to have met all of his personal outcome measures, but still feel dissatisfied with his life or the services and supports that he is receiving. Thus, measures of consumer satisfaction must go hand in hand with personal outcome measures in order for a provider to be truly consumer- focused and driven.

Consumer satisfaction surveys are conducted periodically with consumers, families and other stakeholders. BHDD OIDD and service providers use this information to improve services and make them more responsive to consumers’ needs and wishes.

Personal Measures®

Personal Outcome Measures® are a powerful tool to ensure supports and services are truly person-centered. In a Personal Outcome Measures® interview, 21 indicators are used to understand the presence, importance and achievement of outcomes, involving choice, health, safety, social capital, relationships, rights, goals, dreams, employment and more. The insight gained during a Personal Outcome Measures® interview can then be used to inform a person-centered plan, and at an aggregate level, influence an organization’s strategic plan. For decades, they have been an effective data set for valid and reliable measurement of individual quality of life.

The Personal Outcome Measures® contain 21 indicators. These are the key indicators and experiences that people and their families have said are most important to them. The indicators had historically been organized into three (3) factors, but in 2017, CQL reorganized them into five (5) factors based on a published report examining the validity and reliability of the outcomes.

Click for the electronic version of CQL Personal Outcome Measures Manual.

Personal Outcome Measures®

Factors & Indicators

The Personal Outcome Measures© were developed by The Council On Quality and Leadership (CQL).

My Human Security

My Community

My Relationships

My Choices

My Goals

1. People are safe
2. People are free from abuse and neglect
3. People have the best possible health
4. People experience continuity and security
5. People exercise rights
6. People are treated fairly
7. People are respected
8. People use their environments
9. People live in integrated environments
10. People interact with other members of the community
11. People participate in the life of the community
12. People are connected to natural support networks
13. People have friends
14. People have intimate relationships
15. People decide when to share personal information
16. People perform different social roles
17. People choose where and with whom to live
18. People choose where they work
19. People choose services
20. People choose personal goals
21. People realize personal goals