Client satisfaction as a driver of quality improvement in services for older people: a Western Australian case study.
Australas J Ageing
; 34(1): 62-7, 2015 Mar.
Article
em En
| MEDLINE
| ID: mdl-25472425
ABSTRACT
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. Residential care and home 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/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.
Palavras-chave
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Assunto principal:
Tratamento Domiciliar
/
Satisfação do Paciente
/
Serviços de Saúde Comunitária
/
Indicadores de Qualidade em Assistência à Saúde
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Atenção à Saúde
/
Melhoria de Qualidade
/
Serviços de Saúde para Idosos
Tipo de estudo:
Diagnostic_studies
/
Guideline
/
Prognostic_studies
Aspecto:
Determinantes_sociais_saude
/
Implementation_research
Limite:
Humans
País/Região como assunto:
Oceania
Idioma:
En
Revista:
Australas J Ageing
Ano de publicação:
2015
Tipo de documento:
Article
País de afiliação:
Austrália