Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study
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' questionn...
| Main Authors: | , , |
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| Format: | Journal Article |
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Blackwell Publishing
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/7202 |
| _version_ | 1848745299879657472 |
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| author | Boldy, Duncan Davison, M. Duggan, Ravani |
| author_facet | Boldy, Duncan Davison, M. Duggan, Ravani |
| author_sort | Boldy, Duncan |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T06:15:10Z |
| format | Journal Article |
| id | curtin-20.500.11937-7202 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:15:10Z |
| publishDate | 2015 |
| publisher | Blackwell Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-72022017-09-13T14:38:34Z Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study Boldy, Duncan Davison, M. Duggan, Ravani 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. 2015 Journal Article http://hdl.handle.net/20.500.11937/7202 10.1111/ajag.12191 Blackwell Publishing restricted |
| spellingShingle | Boldy, Duncan Davison, M. Duggan, Ravani Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title | Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title_full | Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title_fullStr | Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title_full_unstemmed | Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title_short | Client satisfaction as a driver of quality improvement in services for older people: A Western Australian case study |
| title_sort | client satisfaction as a driver of quality improvement in services for older people: a western australian case study |
| url | http://hdl.handle.net/20.500.11937/7202 |