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The construction and validation of a scale for consumer satisfaction of residential care in Hong Kong
- Authors:
- CHONG Alice M.L., CHI Iris
- Journal article citation:
- Journal of Interprofessional Care, 15(3), August 2001, pp.223-234.
- Publisher:
- Taylor and Francis
Consumer satisfaction has been adopted by many service industries as an outcome measure of service quality. This article reports and discusses the construction and validation of a set of quality indicators that have been used to measure the domains of satisfaction among residents of old age homes in Hong Kong. The quality indicators were firstly constructed through residents' focus group discussions in Hong Kong and through reference to theories of social gerontology. A team of multi-disciplinary professionals, including social workers, nurses and social gerontology researchers, then reviewed the indicators. Residents' views and reactions to the indicators were also solicited through face-to-face interviews. The 55-item scale was then validated and modified to 35 items after a pilot study of 98 residents. Finally, the indicators were used in a study of 405 residents selected by stratified random sampling. A 28-item scale presenting nine quality indicators for the residential home service was finally validated. The paper concludes with recommendations on the use of this set of quality indicators to promote service quality in residential care.
Helping informal caregivers with responsive communication in the adult day care center
- Authors:
- CHEUNG Chau-Kiu, NGAN Raymond Man-Hung
- Journal article citation:
- Administration in Social Work, 31(2), 2007, pp.27-48.
- Publisher:
- Taylor and Francis
- Place of publication:
- Philadelphia, USA
Informal caregivers of older users of adult day care centers are important clients for promoting the quality of services related to them. From the perspective of quality management, responsive communication and training provided to informal caregivers would enhance the caregivers' knowledge about the services of the center and thereby their perception about the helpfulness of the center. These effects are the focus of examination in the present study, which surveyed 508 caregivers affiliated with 22 adult day care centers in Hong Kong. The study measured the responsive communication of the center by aggregating caregivers' perceptions. Results support the hypothesis by revealing the contributions of the responsive communication of the center and the caregiver's knowledge to the caregiver's perception of helpfulness of the center. Moreover, responsive communication appears to foster the caregiver's service knowledge. (Copies of this article are available from: Haworth Document Delivery Centre, Haworth Press Inc., 10 Alice Street, Binghamton, NY 13904-1580).
A review of private residential care in Hong Kong: implications for policy and practice
- Authors:
- KWONG Enid Wai-Yung, KWAN Alex Yui-Huen
- Journal article citation:
- Journal of Aging and Social Policy, 13(4), 2002, pp.73-90.
- Publisher:
- Routledge
- Place of publication:
- Philadelphia, USA
Hong Kong government policy encourages and facilitates families to care for their older members as long as possible by providing families and their older relatives with community support services. Residential care for the elderly is viewed as a last resort. Due to the inadequate supply of community support services, the longperiod of care required, and the gradual breakdown of values of filial support, familiesmay increasingly give up their caring roles and seek residential care for their dependent elderly relatives. A shortfall in subsidized residential care may lead to needy elderly persons' being cared for in private residential facilities. The demand for private residential care is projected to increase, despite criticism about the standardof care provided. Although an Ordinance, a Regulation, and a Code of Practice for residential care homes are in place to control, monitor, and upgrade private residential care in Hong Kong, problems remain that put the elderly at risk of receiving substandard services.