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Client satisfaction as a driver of quality improvement in services for older people: A W estern A ustralian case study
Author(s) -
Boldy Duncan,
Davison Maria,
Duggan Ravani
Publication year - 2015
Publication title -
australasian journal on ageing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.63
H-Index - 34
eISSN - 1741-6612
pISSN - 1440-6381
DOI - 10.1111/ajag.12191
Subject(s) - likert scale , customer satisfaction , scale (ratio) , quality (philosophy) , nursing , focus group , psychology , service (business) , social work , service quality , medicine , applied psychology , business , marketing , geography , developmental psychology , philosophy , epistemology , cartography , economic growth , economics
This paper aims to describe a practical example of the use of adapted versions of a resident satisfaction questionnaire for quality improvement purposes in a large aged care service organisation. R esidential care and home care questionnaires each covered 11 aspects, the ‘housing’ questionnaire nine. Each aspect included L ikert scale‐type satisfaction questions. Questionnaires were distributed for completion by residents or by a friend/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.