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Satisfaction with the care-managed support of older people: an empirical analysis
- Authors:
- CHESTERMAN John, BAULD Linda, JUDGE Ken
- Journal article citation:
- Health and Social Care in the Community, 9(1), January 2001, pp.31-42.
- Publisher:
- Wiley
Using data from the study Evaluating Community Care for Elderly People (ECCEP), of physically and/or mentally frail community-based older people in England and Wales receiving community care services, this study examines three crucial aspects of user satisfaction. The measures were: initial satisfaction with the assessment process and help provided by social services; satisfaction with service levels and with the experience of social services. Examination of overall satisfaction levels provided only a partial picture, due to their association with both user characteristics and the effect of life satisfaction. Arthritis, loneliness, problems keeping warm and an inner city location were all characteristics associated with reduced satisfaction, while most resource inputs, including social work involvement, were positively related to satisfaction. General life satisfaction was also associated with increased satisfaction levels. Findings from this study highlight the complexity of interpreting satisfaction data and suggest that those responsible for designing and conducting surveys need to be aware of both the potential and pitfalls associated with using them as a means of assessing the quality of social services for older people.
Measuring satisfaction with social care amongst older service users: issues from the literature
- Authors:
- BAULD Linda, CHESTERMAN John, JUDGE Ken
- Journal article citation:
- Health and Social Care in the Community, 8(5), September 2000, pp.316-324.
- Publisher:
- Wiley
This article highlights some of the main issues to be considered when designing and conducting surveys with older users of community care services. Through a review of British and North American literature the article outlines current approaches to measuring satisfaction and examines the relationship between the characteristics and circumstances of older people and their response to satisfaction questions. Concludes by offering some solutions to overcoming current problems by drawing conclusions about quality from survey findings, to that older people's opinions about the services they receive can be better assessed.