Involving service users in defining and evaluating the service quality of a disability service.
OBJECTIVE
This study proposes to examine how a particular service quality model, the P-C-P attributes model, can be used to develop a measurement tool for a disability organisation, which involves service users in defining and determining service quality.


METHODS
The evaluation focused on a physical disability service within the voluntary sector in Ireland. To identify the service quality dimensions, which were important, a series of focus groups were completed with service personnel and service users. A questionnaire was then developed from the information identified relating to a number of service quality dimensions.


RESULTS
The results illustrated an overall high level of satisfaction with the service. There were a number of service dimensions identified in each of the attribute groupings, which could be improved. Respondents also made a number of recommendations for improvement.


CONCLUSIONS
The study identified limitations to the model relating to whether the actual experiences of service users are captured.


CONCLUSIONS
This paper outlines from a consumer perspective the service attributes that provide satisfaction with service delivery but also highlighted areas where improvement was necessary and that the P-C-P model is a suitable framework for use.
O'Reilly
Paula
P
Health Service Management, Cheeverstown, Templeogue, Dublin, Ireland. poreilly@cheeverstown.ie
D006233:Persons with Disabilities; D007494:Ireland; D010358:Patient Participation; D015397:Program Evaluation / Q000379:methods*; D011787:Quality of Health Care