title: Client satisfaction as a driver of quality improvement in services for older people: a Western Australian case study.
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.
authors.affiliation: School of Nursing and Midwifery, Curtin University, Perth, Western Australia, Australia.
authors.forename: Duncan
authors.initials: D
authors.lastname: Boldy
authors.forename: Maria
authors.initials: M
authors.lastname: Davison
authors.forename: Ravani
authors.initials: R
authors.lastname: Duggan
mesh_terms: D000367:Age Factors; D003153:Community Health Services / Q000592:standards*; D003695:Delivery of Health Care / Q000592:standards*; D019538:Health Care Surveys; D006299:Health Services for the Aged / Q000592:standards*; D006801:Humans; D009788:Occupational Therapy / Q000592:standards; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D058996:Quality Improvement / Q000592:standards*; D019984:Quality Indicators, Health Care / Q000592:standards*; D012114:Residential Treatment / Q000592:standards*; D012919:Social Behavior; D011795:Surveys and Questionnaires; D014904:Western Australia
keywords: case study; older people; quality improvement; satisfaction; services