Measuring Resident Satisfaction in Residential Aged Care

Chou, Shu-Chiung; Boldy, Duncan; Lee, Andy H.

doi:10.1093/geront/41.5.623

Cited by 61 publications

(66 citation statements)

References 22 publications

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“…PCS and MCS were rated according to the SF-36 users' manual [10]. The resident's/family's satisfaction toward the institution was measured by a self-completed questionnaire modified from the RSQ developed by Boldy and Grenade [11] and the Taiwanese version used by Chou et al [12][13][14]. The questionnaire contained six facets: staff care (5 items), meals (5 items), home (7 items), room (6 items), social interaction (6 items), and resident involvement (5 items).…”

Section: Health Outcome Measuresmentioning

confidence: 99%

A longitudinal evaluation of residents’ health outcomes in nursing homes and residential care homes in Taiwan

Liu

Wen

2010

Qual Life Res

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Section: Health Outcome Measuresmentioning

confidence: 99%

A longitudinal evaluation of residents’ health outcomes in nursing homes and residential care homes in Taiwan

Liu

Wen

2010

Qual Life Res

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“…18 Surveys based on personal interviews generally have a better response rate than those using questionnaires and can be more suitable for older people where eyesight and the ability to provide written responses may have deteriorated. 19 Chou, Boldy and Lee 20 found that about two-thirds of the residents participating in their survey required some assistance to complete a written survey. Furthermore, the personal contact involved in interviewing conveys a sense of interest and commitment to improving the service provided.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In addition, each instrument provided for the collection of both qualitative and quantitative data (ie, in relation to each general issue explored, respondents are invited to make additional comments [questionnaire] or to give an overall rating for that aspect of service [interview schedule]). The self-complete instrument was tested by Chou, Boldy and Lee 20 and found to have convergent validity and discriminant validity. Internal consistency was high and test-retest reliability for both instruments was also good.…”

Section: Instrument Selectionmentioning

confidence: 99%

Residents' satisfaction with multi-purpose services

Anderson¹,

Rae²,

Grenade³

et al. 2008

Aust. Health Review

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Aim: To establish a system for measuring resident satisfaction in multi-purpose services, benchmarking and performance improvement.Setting: Six multi-purpose services in rural New South Wales were involved in the project. Design:Residents were surveyed and the results benchmarked. Benchmarking included a comparison of results along with an exploration of work processes across participating sites. This preceded quality improvement activities conducted by individual multi-purpose services. Resident surveys were repeated and staff and managers interviewed.Outcomes: Benchmarking was a useful method for identifying performance leaders and enabling the dissemination of better practice. The majority of staff members were comfortable with the PDSA (Plan, Do, Study, Act) quality improvement cycle to guide their improvement efforts. The ability of staff to complete quality improvement cycles was related to the management styles of their supervisors. Resident satisfaction was related to the understanding and confidence of staff. Conclusion:A resident satisfaction survey can provide the direction for effective quality improvement activities. Benchmarking results with other sites not only empowers staff members at those sites recognised as leaders, but can also stimulate dissemination of leading practice. Management styles which empower staff enhance their ability to implement quality improvement projects.

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“…First, many client satisfaction data come from measures that are not contextspecific (Schneider, 1991). Common satisfaction instruments, such as the Client Satisfaction Questionnaire (Nguyen, Attkisson, & Stegner, 1983) and the Reid-Gundlach Social Service Satisfaction Scale (R-GSSSS; Reid & Gundlach, 1983) are often too generic to provide detailed information specific to any particular service setting (Chou, Boldy, & Lee, 2001). Second, client satisfaction is multidimensional in nature (e.g., Ruggeri & Greenfield, 1995).…”

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confidence: 99%

Perceived Importance of Service Elements in Client Satisfaction Measures

Hsieh

2012

Journal of Social Service Research

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Many evaluators or service providers develop their own client satisfaction measures using satisfaction rating items representing service elements specific to the service settings. Global satisfaction scores are then produced by summing these item scores while assuming an equal contribution of all items. One approach to overcome evidence against this assumption is importance weighting, which is achieved by considering both item satisfaction and item importance in measuring overall satisfaction. Unfortunately, the adequacy of importance weighting in client satisfaction measures is not well understood. This study assessed the adequacy of importance weighting. Analyzing data from a previous client satisfaction survey with 110 older adults, the current study found that the relationship between global client satisfaction and the sum of satisfaction scores across service elements was dependent upon the patterns of respondents' perceived importance of service elements. These results provide support for importance weighting and suggest the need for incorporating perceived importance of service elements in measuring overall client satisfaction.

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Measuring Resident Satisfaction in Residential Aged Care

Abstract: A 24-item short version of the RSQ can be constructed based on the six-factor resident satisfaction measurement model and used as a regular monitoring tool of resident satisfaction for quality improvement purposes.

Cited by 61 publications

References 22 publications

A longitudinal evaluation of residents’ health outcomes in nursing homes and residential care homes in Taiwan

A longitudinal evaluation of residents’ health outcomes in nursing homes and residential care homes in Taiwan

Residents' satisfaction with multi-purpose services

Perceived Importance of Service Elements in Client Satisfaction Measures

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