Measuring Quality of Care in Virtual Health

Launch of the Virtual Client Experience Survey for Mental Health & Addictions (VCES)

NEW RESOURCE AVAILABLE FOR DOWNLOAD!

To help organizations evaluate the quality of their virtual care services from a client perspective, CAMH has developed the Virtual Client Experience Survey for Mental Health and Addictions (VCES). This 23-item tool, available to download free of charge, has been adapted from a survey that underwent initial validation. A 9-item version, the VCES-Brief, is also available to download, to enable more rapid measurement of client perceptions of care, such as with follow-up virtual visits. Further work will be conducted to validate recent changes to the tool, including: alignment with the Ontario Perception of Care Tool for Mental Health and Addictions (OPOC-MHA, Copyright © 2015 by CAMH); addition of socio-demographic questions; and three new questions addressing ease of access to care; emotional and physical safety; and compassionate care.

The VCES takes a person-centered approach to considering all dimensions of health care quality, including: safety; timeliness; effectiveness; efficiency; and equity.1 Demographic questions help organizations gather information on gender, age, ethnicity, and geography, to allow consideration of health equity factors.

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