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Book

Welcoming disabled customers

Author:
EMPLOYERS' FORUM ON DISABILITY
Publisher:
Employers' Forum on Disability
Publication year:
2005
Pagination:
26p.
Place of publication:
London

This is an accessible introduction to all front-line staff which sets out the experiences and preferences of disabled customers. It offers practical advice on how to offer quality service to disabled customers

Journal article

Delivering quality social services. Part 2: SERVQUAL and the Disability Services Team (North)

Author:
FRISBY Brian
Journal article citation:
Management Issues in Social Care, 3(1), 1996, pp.16-24.
Publisher:
OLM Systems

Looks at the introduction of SERVQUAL as a management tool in measuring service user satisfaction, in particular the evaluation of the practices, processes and relationships employed in the delivery of a service unit. Reports on the results of a study which piloted SERVQUAL in the work of a Disability Services Team in Northamptonshire during January and February 1995.

Book

Caring for quality: guidance on standards for residential homes for people with a physical disability; a compilation of standards and guidance developed by the Social Services Inspectorate

Author:
GREAT BRITAIN. Department of Health. Social Services Inspectorate
Publisher:
HMSO
Publication year:
1990
Pagination:
44p., bibliog.
Place of publication:
London

Draws together work done by the SSI in recent years to develop ways of evaluating services for people with physical and sensory disabilities. Intended as a guide and information resource.

Book

Inspection of services for people with physical or sensory impairment: London Borough of Barnet: July 2007

Authors:
HAMPTON Lynn, et al
Publisher:
Commission for Social Care Inspection
Publication year:
2007
Pagination:
29p.
Place of publication:
London
Book

Joint inspection of services for people with physical or sensory impairments: Liverpool: January 2007

Authors:
CLARK Jan, et al
Publisher:
Commission for Social Care Inspection; Healthcare Commission
Publication year:
2007
Pagination:
29p.
Place of publication:
Nottingham
Book Full text available online for free

Inspection of social carer services for disabled people: Devon County Council: January/February 2006

Authors:
PASCOE Silu, WILLIS Tim
Publisher:
Commission for Social Care Inspection. South West
Publication year:
2006
Pagination:
83p.
Place of publication:
Bristol
Book

Observing for quality : quality in day care services for under fives

Authors:
WESTON Clive, MINKES John, ROBINSON Carol
Publisher:
Stationery Office
Publication year:
1996
Pagination:
29p.
Place of publication:
London

This monograph is designed to assess quality in day services to disabled children aged under five.

Book

Quality counts: a review of quality assurance in family based short term care

Authors:
NEWITT Bernie, JONES Vicky, ROBINSON Carol
Publisher:
Shared Care Network,|Norah Fry Research Centre
Publication year:
1997
Pagination:
41p.
Place of publication:
Bristol

Short breaks (respite care) provide invaluable support for disabled children and their families. They offer opportunities for children to become more independent, widen their horizons and have new experiences. It gives them the chance to form real friendships outside their family. At the same time their families get a break from caring and a chance to recharge their batteries.

Journal article

Do the right thing

Author:
MARTIN Arlene
Journal article citation:
Care and Health Magazine, 7.9.04, 2004, pp.24-25.
Publisher:
Care and Health

The Conservatives have announced their intention to return to a system of separate schooling for children with disabilities. Looks at the shortcomings of inclusive education and explains what action needs to be taken to improve its quality.

Journal article

Quality in services for disabled children and their families: what can theory, policy and research on children's and parents' views tell us?

Authors:
MITCHELL Wendy, SLOPER Patricia
Journal article citation:
Children and Society, 15(4), September 2001, pp.237-252.
Publisher:
Wiley-Blackwell

This article seeks to define 'quality' in services for disabled children and their families. Theoretical models are initially reviewed and then considered in relation to key policy guidelines, empirical data drawing upon parents' and children's experiences of 'quality' in services are presented. Demonstrates the many different levels within the concept of 'quality' and highlights the importance of recognising and respecting that children and parents frequently value different aspects of 'quality'.

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