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Centre for Policy on Ageing | |
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Client satisfaction as a driver of quality improvement in services for older people
— a Western Australian case study | | Author(s) | Duncan Boldy, Maria Davison, Ravani Duggan |
| Journal title | Australasian Journal on Ageing, vol 34, no 1, March 2015 |
| Publisher | Wiley, March 2015 |
| Pages | pp 62-67 |
| Source | wileyonlinelibrary.com/journal/ajag |
| Keywords | Care homes ; Home care services ; Management [care] ; Quality ; Residents [care homes] ; Attitude ; Australia. |
| Annotation | This paper describes a practical example of the use of adapted versions of a resident satisfaction questionnaire for quality improvement in a large aged care service organisation. Residential care and aged care questionnaires each covered 11 aspects, the `housing' questionnaire nine. Each aspect included Likert scale-type satisfaction questions. Questionnaires were distributed for completion by residents or by a friend or family member where a resident was unable to self-complete (e.g. because of dementia). Over the six separate customer satisfaction surveys conducted by the organisation since 1999, the analysis scheme has been refined and forms the basis of a report to the Board highlighting major findings and making recommendations regarding future actions. Most recently, the Board has decided to focus on three main areas, with actions identified for each, namely satisfaction with staff (e.g. enhanced staff training), social activities and involvement (e.g. increased occupational therapy), and opportunities for enhanced feedback. (JL). |
| Accession Number | CPA-150626264 A |
| Classmark | KW: NH: QA: 59: KX: DP: 7YA |
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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