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Centre for Policy on Ageing | |
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For what we are about to receive: an examination of what might be learnt from a user satisfaction survey conducted with older people attending day centres managed/funded by a local authority
— dissertation submitted in partial fulfilment of the MSC in Research and Evaluation for Professional Practice: Open University, NESCOT (North East Surrey College of Technology) | | Author(s) | Timothy John Quelch |
| Publisher | unpublished, 1995 |
| Pages | 99 pp |
| Keywords | Day centres ; Consumer ; Satisfactory ; Social surveys ; Theses ; London. |
| Annotation | An examination is made of a consumer satisfaction survey, which was commissioned by the principal manager for older people's day care in a South London local authority. A self-completed questionnaire was given to all 306 day care users, semi-structured personal interviews were conducted with a random selection of 45 users, and focus groups were arranged at each centre with self-selected groups of users, to separately consider the design, analysis and outcome of the research. The study examines the principal research question of whether the quality level of a social care service can be elicited from the opinions of those who use it. Other studies and perspectives are considered relating to the reliability and validity of user satisfaction surveys. Whilst acknowledging difficulties, the author contends that it is possible to design and conduct a user satisfaction survey which provides an indication of service quality, provided that users are actively involved in the design and analysis, and are encouraged to contribute to determining what action should follow from it. |
| Accession Number | CPA-971111212 B |
| Classmark | NMC: WY: 5HH: 3F: 6KG: 82L |
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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