Client Satisfaction with Service Coordinators' Provision of Home Based Long-Term Care Services

Abstract

This descriptive study investigates the reliability and validity of the Service Coordinator Satisfaction Measure (SCSM) which was developed to measure client satisfaction with service coordination in a pilot home based long-term care (LTC) program. The SCSM measures the subdimensions of service delivery and service sufficiency, as well as overall satisfaction with service coordination. Reliability testing with a sample of 213 clients indicated that the SCSM had high internal consistency (Cronbach's alpha = .86) and validity testing with the SCSM and a criterion measure also yielded significant positive correlations (r = .57, p < .01). Results showed that clients ranged between being unsure and satisfied with their service coordinator. Analysis of the subdimensions in the SCSM indicated clients were more satisfied with service delivery than they were with service sufficiency, suggesting that clients were somewhat ambiguous about assuming a greater role in managing their own home based LTC needs.

Decreased Home Health Use: Does It Decrease Satisfaction?

“…Proxy respondents reported higher levels of satisfaction than the patients did (Applebaum et al 1988;Kemper 1988). On the other hand, a very small study of home care users (Bear, Sauer, and Norton 1999) found no difference in satisfaction levels for proxy and patient respondents.…”

Personalization of Helping Relationships: Resident Service Coordinators' Work with Elderly Residents

“…A study comparing residents' satisfaction with service coordination versus case management found higher levels of satisfaction with emotional support and social interaction in case management than SCPs (Bear, Sauer, & Norton, 1999). While elders may experience greater emotional closeness with care managers, numerous benefits have been attributed to RSC programs.…”

“…The interview guide was developed following our review of the literature (Bear et al, 1999;Feder et al, 1992;KRA Corporation, 1996;Sheehan, 1996Sheehan, ,1999. The guide consisted of six sections: (a) general information about RSC responsibilities, (b) social support, (c) work with families, (d) residents' rights, (e) views of "aging in place," and (c) perspectives on the role.…”

Resident Service Coordinators: Roles and Challenges in Senior Housing

“…Identified benefits include increasing residents' awareness of services (Bear, Sauer, & Norton, 1999;KRA Corporation, 1996;Schulman, 1996;Sheehan, 1993Sheehan, , 1999, improving service referral and utilization (Bear et al, 1999;KRA Corporation, 1996;Sheehan, 1993Sheehan, , 1999, providing new services (Feder, Scanlon, & Howard, 1992), enhancing security and emotional support (KRA Corporation, 1996;Schulman, 1996;Sheehan, 1993Sheehan, , 1999, reducing demands on managers (KRA Corporation, 1996), and enhancing neighborly relations and socialization (Feder et al, 1992;KRA Corporation, 1996;Sheehan, 1993Sheehan, , 1999.…”

“…Although property managers use "quick" problem-solving strategies designed to benefit the efficiency of the complex, RSCs use more time-consuming solutions to promote residents' self-determination (Sheehan, 1996). Additional problems include residents' confusion about what RSCs do (Bear et al, 1999;Sheehan, 1996), residents' rights to refuse services (KRA Corporation, 1996), a lack of community services, which forces RSCs to provide direct services such as transportation in rural areas (KRA Corporation, 1996), and lack of adequate resources (e.g., training, supervision, and space) to do the job (KRA Corporation, 1996).…”