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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.
The real cost of quality care and support
- Authors:
- NATIONAL CARE FORUM, COUNSEL AND CARE
- Publisher:
- National Care Forum; Counsel and Care
- Publication year:
- 2009
- Pagination:
- 8p.
- Place of publication:
- Coventry
The findings of a survey of National Care Forum (NCF) member organisations to explore the issues of quality and cost in the provision of care and support services are presented. A total 189 care homes and 21 home care services responded to the survey. The key findings are briefly summarised under the following themes: the views of people who use services and their families; putting relationship-centred care into practice; effective leadership and management; learning and development; valuing and rewarding staff; service innovation; and income and costs.
Q is for quality: the voices of older people on the need for better quality care and support
- Author:
- AGE CONCERN ENGLAND
- Publisher:
- Age Concern England
- Publication year:
- 2008
- Pagination:
- 37p., CD ROM
- Place of publication:
- London
In 2008‚ Age Concern held 47 listening events with 700 older people in England to gather their views on the social care and support system and what they felt needed to be changed. Q is for Quality documents those discussions‚ as well as the views put forward in 8‚000 postcards returned to Age Concern England.
Evaluating consumer satisfaction in residential continuing care settings
- Authors:
- MORAN Lori, et al
- Journal article citation:
- Journal of Aging and Social Policy, 14(2), 2002, pp.85-109.
- Publisher:
- Routledge
- Place of publication:
- Philadelphia, USA
Reports on a client-centered consumer satisfaction questionnaire designed to evaluate new models of residential continuing care in Alberta, Canada. Satisfaction is defined as a multi-dimensional construct that is grounded in the consumer’s experience. Consultation with the clients of the services during development of the instrument ensured that characteristics important to the clients were assessed. The result is an instrument with which to measure satisfaction that is fully client-centered and that, with appropriate modifications, can be used to monitor any client-centered program for cognitively-able continuing care clients.
A client satisfaction measure of homecare services for older adults
- Author:
- HSIEH Chang-Ming
- Journal article citation:
- Journal of Social Service Research, 43(4), 2017, pp.487-497.
- Publisher:
- Taylor and Francis
- Place of publication:
- Philadelphia, USA
Client satisfaction can be used as an indicator for service quality. Without concrete feedback from clients, however, the usefulness of client satisfaction data for service improvement can be limited. This study described the development of a client satisfaction measure that can be used to provide concrete feedback for service providers. Based on a conceptual framework proposed in the literature, the Client Satisfaction: Home Care (CSAT-HC) uses a client-centred perspective to measure client satisfaction for homecare services for older adults. A survey of 200 older adults receiving homecare services provided by a social service agency in a large U.S. Midwest city was conducted to assess the psychometric properties of CSAT-HC. Results based on the 156 completed surveys show that CSAT-HC has good validity (correlation r = .62 with a popular client satisfaction measure) and test-retest reliability (r = .75). These results indicate that CSAT-HC is a valid and reliable client satisfaction measure; and therefore, providers of homecare services for older adults can use CSAT-HC to obtain client feedback for quality assurance or programme evaluation purpose. Future research may use CSAT-HC to explore the potential influences of quality of homecare services on the well-being of older adult clients. (Edited publisher abstract)
Continuous quality improvement as an innovation: which nursing facilities adopt it?
- Authors:
- LUCAS Judith A., et al
- Journal article citation:
- Gerontologist, 45(1), February 2005, pp.68-77.
- Publisher:
- Oxford University Press
The authors identify environmental and organizational predictors that best discriminate between formal continuous quality improvement (CQI) adopters and nonadopters in nursing homes (NHs) and create a diagnostic profile for facility administrators and policy makers to promote CQI. The authors performed a cross-sectional survey of licensed NH administrators in New Jersey in 1999, using The Nursing Care Quality Improvement Survey and The New Jersey NH Profiles Chart. Of 350 NHs, 46% returned completed questionnaires. Using variance innovation, resource dependence, and institutional perspectives, the authors found that new requirements, environmental competition, organizational time and structural facilitators, and manager training made statistically significant contributions to discriminating between formal CQI adopters and nonadopters. Regardless of size, NHs adopt formal CQI to meet external expectations of new regulations and accreditation criteria. CQI adoption is facilitated by information systems, flexible use of personnel, and team supports, as well as CQI training for managers. This profile of adopters can guide administrators and policy makers in promoting CQI for NHs, and it can help NHs already interested in CQI focus internal resources on key facilitators.
Older adults' satisfaction with integrated capitated health and Long-term care
- Authors:
- ATHERLY Adam, et al
- Journal article citation:
- Gerontologist, 44(3), June 2004, pp.348-357.
- Publisher:
- Oxford University Press
The objective of this study is to develop an instrument to evaluate satisfaction with care for older adults in capitated environments. Although satisfaction with care is now widely accepted as an important outcome measure, there are relatively few satisfaction measures developed or validated on older persons. Because many older persons are unable to respond to surveys, separate instruments were developed for individuals and for their families. There were 402 face-to-face interviews conducted at 11 PACE sites with PACE participants or their family members and a non-PACE group. Scales were constructed by use of factor analysis and were evaluated for internal-consistency reliability, validity, and ability to discriminate. For the participant survey, three factors were identified, but only two exhibited adequate internal consistency (Perceived Access and Perceived Interpersonal Quality). For the family survey, all four identified factors had adequate internal consistency (Perceived Access, Family Pressure, Ease of Access, and Family Involvement). The participant survey discriminated between the PACE sites and the non-PACE sites, but the family-member survey did not. The PACE Satisfaction Survey appears to have adequate reliability and validity for measuring the satisfaction of older persons and their family members with capitated care. The domains of satisfaction differ between individuals and family members.
Response formats and satisfaction surveys for elders
- Authors:
- CASTLE Nicholas, ENGBERG John
- Journal article citation:
- Gerontologist, 44(3), June 2004, pp.358-367.
- Publisher:
- Oxford University Press
A factor common to the results of many satisfaction surveys of elders is a lack of response variability. Increasing response variability may be useful if satisfaction surveys of elders are to be productively used in the future. In this paper, we first examine elders' preferences between five response formats and then examine the response variability of these five commonly used formats. Satisfaction, demographic, and Short-Form 36 Health Survey data were self-reported by patients in four outpatient surgery centers during 1998 and 1999. The authors used six different survey instruments randomly given to 3,122 elders. Five instruments varied in response format (5-item Likert format, 5-item satisfaction format, 5-item valuation format, 4-item Chernoff faces, and 10-item visual analogue format). The sixth survey used all five different response sets, and then it asked for the respondents' preferences among the different response sets. : A total of 2,450 questionnaires were examined (response rate of 78.5%). The response format using four Chernoff faces was liked the least, with only 5% of the respondents preferring this format. The 10-item visual analogue format (10VAF) was liked the most, with 39% of the respondents preferring this format. In addition, 10% more elders thought this format was easier to use than the second-place choice (i.e., 32% vs. 22%). The coefficient of variation for the 10VAF was also higher than those in identical domains using the other response formats. This would seem to indicate that the 10VAF is less prone to a ceiling effect than the other response formats. The results show that elders have a preference for some response formats, and from the choices we gave them a 10VAF was preferred. The 10VAF also had more response variability then the other formats we tested.
A national survey of assisted living facilities
- Authors:
- HAWES Catherine, et al
- Journal article citation:
- Gerontologist, 43(6), December 2003, pp.875-882.
- Publisher:
- Oxford University Press
Throughout the 1990s, assisted living was the most rapidly growing form of senior housing. The purpose of this paper is to describe the existing supply of assisted living facilities (ALFs) and examine the extent to which they matched the philosophy of assisted living. The study involved a multistage sample design to produce nationally representative estimates for the ALF industry. Administrators of nearly 1,500 eligible ALFs were interviewed by telephone. As of 1998, there were an estimated 11,459 ALFs nationwide, with 611,300 beds and 521,500 residents. Nearly 60% offered a combination of low services and low or minimal privacy, whereas only 11% offered relatively high services and high privacy. Seventy-three percent of the resident rooms or apartments were private. Aging-in-place was limited by discharge policies in most ALFs for residents who needed help with transfers, had moderate to severe cognitive impairment, had any behavioral symptoms, or needed nursing care. The industry is largely private pay and unaffordable for low- or moderate-income persons aged 75 unless they use assets as well as income to pay. ALFs differed widely in ownership, size, policies, and the degree to which they manifested the philosophy of assisted living. This diversity represents a challenge for consumers in terms of selecting an appropriate facility and for policy makers in terms of deciding what role they want assisted living to play in long-term care.
Care Direct: an intergrated route to help for older people
- Authors:
- BEDDINGTON Andrew, UNELL Judith
- Journal article citation:
- Generations Review, 13(3), July 2003, pp.18-21.
- Publisher:
- British Society of Gerontology
Reports on an evaluation of Care Direct, a service launched by the Department of Health piloted in six areas offering information and support to people over 60 and their carers principally through a telephone help-line service. A survey of 600 callers was carried out during 2002. The analysis focuses on the characteristics of users and callers experience of using the service. Concludes that the experience of the first year has been positive, with the service meeting its targets in terms of range and volume of activity, and achieving satisfaction with callers. Highlights future challenges for the service including: whether the service is sufficiently focused on enabling; how well it has succeeded at co-ordinating across services; and improving public awareness and access.