The influence of individual characteristics in the reporting of home care service quality by service users

Sandhu, Sima and Bebbington, Andrew and Netten, Ann (2006) The influence of individual characteristics in the reporting of home care service quality by service users. Research Policy and Planning, 24 (1). pp. 1-12. (The full text of this publication is not available from this repository)

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Abstract

In recent years, increas e d emphasis has been placed on consulting, in volving and informing service users. A national survey in 2003 indica ted that reported levels of satisfaction with services were associated with individual home care service users’ characteristics. The aim of the case study presented here was to investigate further the association between indi vidual service user and need-r elated characteristics in judgements of service quality, within one local authority. Reported service quality was assessed using a measure based on items in an extended version of the 2003 Use r Experience Survey (UES) . Additio nal data ab out service users were sought from commissioning databases and client case record s. Multivariate analysis indicated a relationship between service user and need-r elated characteristics in the reporting of service user satisfaction. Judgements of se rvice satisfaction were not influenced by demographic characteristics alone, but by a complex interaction betw een individual characteristics, situational factors, depe ndency characteristics and structure of the care package. This case study suggests pos sible explanations for individual variation in the reporting of service satisfaction bas ed on the interp lay between expecta tions and experience.

Item Type: Article
Uncontrolled keywords: Hom e care, service standards, quality assurance, user vi ews, case study, statistical m e thods.
Divisions: Faculties > Social Sciences > School of Social Policy Sociology and Social Research > Personal Social Services Research Unit
Depositing User: Rosalyn Bass
Date Deposited: 21 May 2011 01:37
Last Modified: 25 Apr 2014 07:56
Resource URI: http://kar.kent.ac.uk/id/eprint/26968 (The current URI for this page, for reference purposes)
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