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Satisfaction with adult social care assessment: the development of a measure
- Authors:
- ABENDSTERN Michele, et al
- Journal article citation:
- Research Policy and Planning, 29(2), 2012, pp.95-114.
- Publisher:
- Social Services Research Group
Seeking the opinions of service users is an important aspect of ensuring services are designed and adapted with their views in mind. The evaluation of social care assessment in the UK and elsewhere has to date been limited. This paper describes the development and implementation of The User Satisfaction Assessment Tool (USAT), validated by older people, designed specifically to measure older service users’ views of social care assessment, in particular their satisfaction with it. This was undertaken as part of an evaluation of the Single Assessment Process (SAP), introduced into England in 2004. The challenge was to create a tool that could be used by a broad range of people, be administered in a variety of ways, and be sensitive to variation in response. The paper considers the concept of satisfaction and its measurement, describes the administration of the USAT, and further explores a number of methodological issues arising from this. Following discussion of both its strengths and limitations, the paper concludes that the USAT is an appropriate and reliable satisfaction tool to collect baseline data from which more detailed and in-depth responses could be drawn. (Edited publisher abstract)
CMHTs for older people: team managers’ views surveyed
- Authors:
- ABENDSTERN Michele, et al
- Journal article citation:
- Journal of Integrated Care, 22(5/6), 2014, pp.209-219.
- Publisher:
- Emerald
Purpose: The purpose of this paper is to identify features of community mental health teams (CMHTs) for older people valued by their managers, and those they would most like to change. Design/methodology/approach: Content analysis was used to analyse “free text” responses to open questions from a national survey about CMHTs’ organisational structures and processes. Responses were sorted into statements which were categorised into content areas and higher level dimensions. Findings: Free text information was provided by 376 teams (an 88 per cent response rate). Eight higher level dimensions were identified. One related specifically to integration with social care services, whilst several more included material about other aspects of intra-team integration (e.g. documentation and location). The largest proportion of statements related to staffing and teamwork. Statements about inter-personal and inter-professional issues were largely positive, whilst statements about resources, bureaucracy and integration with social care services typically detailed desired changes. Practical implications: Four key issues emerged comprising a high level of support from managers to develop integrated practices; a need to define the focus of CMHTs for older people and to be fully resourced; and the importance of a nurturing and supportive team environment. Originality/value: The methodology provides a bridge between qualitative and quantitative research, exploring the volume of statements on particular topics and their meaning. (Publisher abstract)
The pursuit of integration in the assessment of older people with health and social care needs
- Authors:
- ABENDSTERN Michele, et al
- Journal article citation:
- British Journal of Social Work, 41(3), April 2011, pp.467-485.
- Publisher:
- Oxford University Press
Health and social care services for older people are mediated and delivered through multiple and complex linkages between a range of organisations. The Single Assessment Process (SAP) policy initiative was introduced in 2004 in order to provide a more standardised and integrated assessment process across these organisations. One aim is to ensure that assessment information is shared between appropriate professionals and agencies. This article considers the extent to which the SAP has implemented this integrated approach at a local level. Data on processes and practices associated with integrated assessment were derived from a national survey conducted in 2006 completed by 122 SAP lead officers. The indicators of integration that are investigated include: the existence of protocols and agreements between agencies; linkage between assessment settings and processes; joint training programmes; information sharing systems; and the nature of professional involvement. The findings suggest that some aspects of the policy have been taken up more than others. Whilst there is commitment to an integrated approach, this has been hampered by disjointed information sharing initiatives and by lack of involvement from some sectors. In particular, the limited availability or use of information technology systems to support the implementation of the SAP has hindered effective information sharing between professionals.