Who's Coming Through the Door? Quantifying Care Continuity of Personal Support Services in Home Care.

Continuity is an important contributor to care quality. Objective measurement of care continuity is required to support quality improvement and track provider organization performance. The high-intensity, long-term nature of in-home personal support and the implications of employment standards make it inappropriate to idealize a single-provider model. To measure continuity in team-based care, we propose and demonstrate the application of four accessible, complementary metrics and demonstrate how these can reveal the diversity of client experiences. These metrics can be used to drive quality improvement and create benchmarks that define appropriate levels of performance with respect to care continuity.