Practice Observations
and Feedback
Observing support and evaluating it is a skill. In this module you can practice doing observations using the OPQ by watching videos of support.
Watching the videos will simulate what it is like to observe in a service. It must be noted that evaluating support from a video is more difficult than doing it in a service. This is because the view is limited to what is shown in the video and there is less context to understand what is happening and the person’s support needs. Nonetheless, the videos provide an opportunity to practice.
After you have used the videos to learn how to use the OPQ, it is important that you do some practice observations in services to further develop your skills and familiarity with the OPQ.
Practice Video 1
Watch the following video and complete the OPQ based on what you observed. Focus your attention on the worker and person making the toasted sandwich and complete the OPQ about them. Ignore the person sitting at the table.
Practice Video 2
Watch the next video and complete the OPQ based on what you observed.
Practice Video 3
Watch the video and complete the OPQ based on what you observed.
Giving Feedback
If your role is a frontline manager or practice coach, you will be expected to provide the worker with qualitative feedback following the observation. The purpose of feedback is to help the worker to develop their skills and improve their practice.
The OPQ total score and ratings for individual items can help you to assess the overall quality of the support, and to identify where the worker provided good support and areas to improve.
After observing and before providing feedback to the worker, you should take some time to:
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reflect on the support observed
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review the OPQ score, ratings for items and your notes
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plan what you will say and how you will say it
When you are ready to provide feedback and the worker is ready to receive it:
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find a suitable place to talk, ideally in private and away from other people
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facilitate the conversation by asking questions, identifying examples of good support, encouraging the worker to reflect on their practice, and providing suggestions to improve their practice
Just giving a worker their score will not be sufficient to improve their practice. You will need to explain and discuss the observation and what they might have done differently.
You can learn more about how to provide feedback in the Practice Leadership training resource.
If your role is internal quality assurance or you are an external auditor, you will not be expected to have the depth of practice knowledge to provide qualitative feedback following an observation. Your role is more likely to involve recording and reporting OPQ ratings for each worker you observed.