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Centre for Policy on Ageing | |
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| Service quality: a satisfaction survey of the elderly | | Author(s) | Danielle McCartan-Quinn, Eddie McAleer, Inam Naqvi |
| Journal title | International Journal of Health Care Quality Assurance, vol 9, no 3, 1996 |
| Pages | pp 4-10 |
| Keywords | Health services ; Services ; Quality ; Consumer ; Informal care ; Social surveys ; Northern Ireland ; Methodology. |
| Annotation | Northern Ireland's Eastern Health and Social Services Board (EHSSB) serves a population of some 634,000 in a large part of Belfast and much of County Down. Under the NHS (National Health Service) internal market, the EHSSB purchases health and social services from a range of providers. Four autonomous community units provide community health and personal social services; they have different organisational structures, developed to best suit the needs of the populations served. Unit general managers wished to measure clients' perceptions of the quality of service provided. Research resource constraints limited the study to older people in receipt of at least one statutory service, and their carers. This article describes a survey by interview of 410 older people at home, and a postal survey of carers which yielded 221 usable responses. Analyses show considerable variability within the two groups across the criteria, with informational needs scoring least well by a considerable margin in both. Comparing scores between the two groups shows that carers were much less satisfied than clients, with a difference in scores of some 30 points. (RH). |
| Accession Number | CPA-980107217 A |
| Classmark | L: I: 59: WY: P6: 3F: 9Y: 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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