Evaluating a case management service: a family perspective.
This article describes how a long-standing community-based case management service conducted a survey of clients and their family members. The overall objectives of the survey were twofold: to learn how best to undertake such a survey and to get feedback from service users about the strengths and limitations of the service with suggestions for improvement. A steering committee was established, comprising key stakeholders of the service: consumers, family members, case managers, and other service providers. Steering Committee members were actively involved in shaping the questions, designing the instruments, conducting parts of the survey, and preparing the report and recommendations for the board of directors. This article reports on the process of the survey, the findings of the survey of family members, and service modifications that were introduced as a result of family members' feedback. The benefits and significance of actively involving family members throughout the survey are discussed.
Pyke
J
J
Apa
J
J
D000328:Adult; D003153:Community Health Services / Q000458:organization & administration*; D003625:Data Collection; D005190:Family / Q000523:psychology*; D005260:Female; D006801:Humans; D008297:Male; D008329:Managed Care Programs / Q000458:organization & administration*; D010358:Patient Participation; D017060:Patient Satisfaction; D015397:Program Evaluation / Q000379:methods*