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The ORS measures the client’s therapeutic progress while asking about their level of distress and functioning. The SRS measures the quality of the therapeutic relationship. [1] A number of studies and meta-analyses have demonstrated the benefit of routinely monitoring and using client outcome data and feedback to inform care. [4]
The ORS focuses on what has happened for the client between sessions and provides an early warning system for clients at risk of a negative outcome. [7] The results are discussed in a transparent manner to promote collaboration between the client and therapist in planning the next step, especially when there has been no progress. [8]
Valderas JM, Alonso J. Patient reported outcome measures: a model-based classification system for research and clinical practice. Qual Life Res. 2008; 17: 1125–35. Wiklund I., Assessment of patient-reported outcomes in clinical trials: the example of health-related quality of life, Fundam Clin Pharmacol. 2004 Jun;18(3):351-63.
Performance indicators differ from business drivers and aims (or goals). A school might consider the failure rate of its students as a key performance indicator which might help the school understand its position in the educational community, whereas a business might consider the percentage of income from returning customers as a potential KPI.
These perspectives extend from the psychological to the physical as well as from the normative perspective. However, in much of the literature, research has been focused on two basic constructs, (a) expectations prior to purchase or use of a product and (b) customer perception of the performance of that product after using it.
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The customer franchise is, to all practical intents, the external alter ego of the brand, and hence can be seen as the mirror image of the brand franchise. The brand is how the producer typically sees the (internal) investment. The customer franchise is the outcome of that internal investment; the counterbalancing entry with the customers.
A summary of research in 2014 suggested that 11.5% of variance in therapy outcome was due to the common factor of goal consensus/collaboration, 9% was due to empathy, 7.5% was due to therapeutic alliance, 6.3% was due to positive regard/affirmation, 5.7% was due to congruence/genuineness, and 5% was due to therapist factors. In contrast ...