Periodic Service Review (PSR)

The Periodic Service Review is a management system developed by the Institute for Applied Behaviour Analysis (IABA)

“The challenge therefore, is to develop a management system that can improve a broad range of staff and agency performances- across the entire day across shifts, and across time. Our answer to these challenges is the Periodic Service Review (PSR). The PSR is both an instrument and a system. As an instrument, it is used to asses the quality of staff and their consistency in performing their responsibilities. It is also used to evaluate the implementation of a consultant’s recommendations about providing individuals services. The instrument (the PSR) can be customized to accommodate the specific standards of quality that apply to a service or program, including residential, educational, and day-care services. In addition, it can be adapted for use in community mental health settings, in-home support services, homeless shelters, substance abuse programs, hospital settings, and other settings in which human and health services are provided. In addition to being used as an instrument to asses staff performance and the quality and the consistency of the services provided, the PSR is also used as a total quality assurance system to improve staff performance and the quality of services. It the form of clearly specified and defined staff responsibilities, the monitoring of performance against these standards, supervisory and management feedback to improve and maintain quality, and staff training; it also efficiently addresses the challenge of consistency and the molar (overall) service unit level. It can be across the entire day and across different shifts and locations. Furthermore, it has proved to be an effective way to maintain change and improvement. In the case of our own services, as described below, this improvement has endured and continued to increase for over 7 years.”

From the book “The Periodic Review”

Periodic Service Review at WIN

Westlock Independence Network has incorporated the use of PSR’s to both monitor and ensure quality services are provided on a daily basics to the individuals we support. The PSR examines 34 areas pertaining to the individuals and the services we provide. Areas covered include:
  • Yearly paperwork is complete
  • Safety plans are in place and practiced on a regular basis
  • Goals are consistency being worked on
  • Financial accounts are managed according to policy
  • Medication is delivered according to protocol
  • Staff meetings (teams, team leader and general)
  • Training & evaluations are up to date
Each team is to complete their PSR’s on a monthly basis. This provides information on areas the have achieved and areas where there is opportunity for improvement.

In addition to this for individuals are randomly selected each month for a PSR. In keeping with the “Fish Philosophy” all individuals have their name in a “bubble” and placed in our aquarium. Each month the Executive Director and each of the Program Coordinators randomly picks a bubble. A PSR is than completed by the Management Staff. The team is not informed in advance of the review

Upon completion of the PSR
  • Teams earning 85% or higher receive a certificate and a fish related prize e.g. blue whales or wiggly worms (candy)
  • Teams scoring less than 85% are recheck the next month and subsequent months until they achieve 85%
  • Results are posted anonymously on a fish cart in the WIN office