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Centre for Policy on Ageing | |
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"Not everything that can be counted counts and not everything that counts can be counted"
— towards a critical exploration of modes of satisfaction measurement in sheltered housing | | Author(s) | Mark Foord, Julie Savory, Dianne Sodhi |
| Journal title | Health & Social Care in the Community, vol 12, no 2, March 2004 |
| Pages | pp 126-133 |
| Source | www.blackwellpublishing.com/hsc |
| Keywords | Residents [care homes] ; Attitude ; Quality ; Management [care] ; Surgery ; Measurement ; Methodology. |
| Annotation | This paper reflects on a research project funded by a consortium of leading sheltered housing (SH) providers and their regulatory body, the Housing Corporation. The project aimed to ascertain which aspects of SH older people perceived to be central to their satisfaction and the methods they judged most appropriate to measuring this. The authors outline the key policy developments (specifically the development of performance measurement regimes), and changes in the nature of SH, which are driving providers to re-evaluate how they measure user satisfaction. They discuss the aims of the project, its methodology and findings, and conclude by raising critical questions about the process of measuring satisfaction within an increasingly managerialised housing system. They argue that this favours standardised methods of information gathering (such as questionnaires) rather than engaging with clients, in order to develop methods and systems capable of eliciting qualitative issues of concern to them. The authors believe that their conclusions are applicable to health and social care provision, where there are similar tensions around performance measurement and user satisfaction. (RH). |
| Accession Number | CPA-040505206 A |
| Classmark | KX: DP: 59: QA: LKA: 3R: 3D |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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