title: Involving service users in defining and evaluating the service quality of a disability service.
abstract: 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.
authors.affiliation: Health Service Management, Cheeverstown, Templeogue, Dublin, Ireland. poreilly@cheeverstown.ie
authors.forename: Paula
authors.initials: P
authors.lastname: O'Reilly
mesh_terms: D006233:Persons with Disabilities; D007494:Ireland; D010358:Patient Participation; D015397:Program Evaluation / Q000379:methods*; D011787:Quality of Health Care