National Rehabilitation Center programme performance measures in the United Arab Emirates, 2013

The aim of this study was to measure the performance of the National Rehabilitation Center (NRC) programme and the services it provides. A 6-point tool was developed based on international standards with appropriate performance measures. The elements of the tool were applied to the electronic data files for 2013. The results showed that there were some operational, quality and data system issues. Some items were easily accessible, e.g. capacity, waiting time, family involvement. Others were difficult to sort and find and some were not available in the electronic system and had to be retrieved from other sources, e.g. programme effectiveness. There was a high no-show rate for appointments (46%) and readmission rate (52%) and most families did not attend family sessions (72%). This was a valuable exercise which identified gaps in operations and records. The findings were shared with the different teams to help improve the quality of data and services and the tool will be used for annual performance evaluations.