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    Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study

    Access Status
    Fulltext not available
    Authors
    Boldy, Duncan
    Davison, M.
    Duggan, Ravani
    Date
    2015
    Type
    Journal Article
    
    Metadata
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    Citation
    Boldy, D. and Davison, M. and Duggan, R. 2015. Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study. Australasian Journal on Ageing. 34 (1): pp. 62-67.
    Source Title
    Australasian Journal on Ageing
    DOI
    10.1111/ajag.12191
    ISSN
    1440-6381
    School
    School of Nursing and Midwifery
    URI
    http://hdl.handle.net/20.500.11937/7202
    Collection
    • Curtin Research Publications
    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.

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