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dc.contributor.authorBoldy, Duncan
dc.contributor.authorDavison, M.
dc.contributor.authorDuggan, Ravani
dc.identifier.citationBoldy, 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.

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.

dc.publisherBlackwell Publishing
dc.titleClient satisfaction as a driver of quality improvement in services for older people: A Western Australian case study
dc.typeJournal Article
dcterms.source.titleAustralasian Journal on Ageing
curtin.departmentSchool of Nursing and Midwifery
curtin.accessStatusFulltext not available

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