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Using survey data to measure changes in the quality of home care: analysis of the older people's user experience survey 2006
- Authors:
- MALLEY Juliette, NETTEN Ann, JONES Karen
- Publisher:
- Personal Social Services Research Unit
- Publication year:
- 2007
- Pagination:
- 110p., bibliog.
- Place of publication:
- Canterbury
The development of the User experience Survey (UES) and the inclusion of the user’s perspective in the Performance Assessment Framework (PAF) were novel and important steps forward in the world of performance assessment and monitoring of social services. Commentators had previously criticised the lack of connectedness between the performance/quality and user involvement agendas and these developments represented real steps forward in meeting this goal. Analysis from the 2003 extension to the UES for older people has demonstrated that user experience measures can usefully discriminate between Local Authorities (LAs). While his new research raises some important questions, this type of approach is clearly an improvement on performance measurement based on processes and inputs. Fifty authorities took part with representation from all Government Office Regions and LA types. Analysis of responses to the compulsory questions and comparison with responses to these questions nationally revealed very similar proportions responding to each category. We can assume from these findings that the sample of authorities is broadly representative of the views of service users across England.
Provider and care workforce influences on quality of home-care services in England
- Authors:
- NETTEN Ann, JONES Karen
- Journal article citation:
- Journal of Aging and Social Policy, 19(3), 2007, pp.81-97.
- Publisher:
- Routledge
- Place of publication:
- Philadelphia, USA
Over the past decade there has been a major shift away from the in-house provision of home care by local authorities to the commissioning of services from outside providers. A national survey in 2003 indicated lower levels of satisfaction and perception of the quality of care among older users of independent providers compared with in-house providers. This paper reports a study to relate service user views of 121 providers with the characteristics of those providers and, for the most part, characteristics associated with positive perceptions were more prevalent among in-house providers. Multivariate analysis of independent providers suggests that the key influences on service user perceptions of service quality are aspects of the workforce (including age and experience), provider perceptions of staff turnover, and allowance of travel time between home care visits. (Copies of this article are available from: Haworth Document Delivery Centre, Haworth Press Inc., 10 Alice Street, Binghamton, NY 13904-1580).