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Problems with measuring satisfaction with social care

Problems with measuring satisfaction with social care
Problems with measuring satisfaction with social care
The measurement of customer satisfaction has become widespread in both health care and social care services, and is informative for performance monitoring and service development. Satisfaction with social care services is routinely measured with a single question on overall satisfaction with care, comprising part of the Adult Social Care Survey. The measurement of satisfaction has been problematised, and existing satisfaction measures are known to be under-theorised. In this article the process of making an evaluation of satisfaction with social care services is first informed by a literature review of the theoretical background, and second examined through qualitative interviews conducted in 2012-13 with 82 service users and family carers in Hampshire, Portsmouth, and Southampton. Participants in this study were from White British and South Asian backgrounds, and the influence of ethnicity in the process of satisfaction evaluation is discussed. The findings show that the majority of participants selected a positive satisfaction rating even though both positive and negative experiences with services were described in their narratives. It is recommended that surveys provide opportunity for service users and family carers to elaborate on their satisfaction ratings. This addition will provide more scope for services to review their strengths and weaknesses.
satisfaction measurement, social care, evaluation, problem, survey
0966-0410
587-595
Willis, Rosalind
dd2e5e10-58bf-44ca-9c04-f355f3af26ba
Evandrou, Maria
cd2210ea-9625-44d7-b0f4-fc0721a25d28
Pathak, Pathik
29d3480f-191e-4caf-8cf6-3d3836ec39c5
Khambhaita, Priya
c9cd6096-cd82-4c07-ae32-cf0bf3459fae
Willis, Rosalind
dd2e5e10-58bf-44ca-9c04-f355f3af26ba
Evandrou, Maria
cd2210ea-9625-44d7-b0f4-fc0721a25d28
Pathak, Pathik
29d3480f-191e-4caf-8cf6-3d3836ec39c5
Khambhaita, Priya
c9cd6096-cd82-4c07-ae32-cf0bf3459fae

Willis, Rosalind, Evandrou, Maria, Pathak, Pathik and Khambhaita, Priya (2016) Problems with measuring satisfaction with social care. Health & Social Care in the Community, 24 (5), 587-595. (doi:10.1111/hsc.12231).

Record type: Article

Abstract

The measurement of customer satisfaction has become widespread in both health care and social care services, and is informative for performance monitoring and service development. Satisfaction with social care services is routinely measured with a single question on overall satisfaction with care, comprising part of the Adult Social Care Survey. The measurement of satisfaction has been problematised, and existing satisfaction measures are known to be under-theorised. In this article the process of making an evaluation of satisfaction with social care services is first informed by a literature review of the theoretical background, and second examined through qualitative interviews conducted in 2012-13 with 82 service users and family carers in Hampshire, Portsmouth, and Southampton. Participants in this study were from White British and South Asian backgrounds, and the influence of ethnicity in the process of satisfaction evaluation is discussed. The findings show that the majority of participants selected a positive satisfaction rating even though both positive and negative experiences with services were described in their narratives. It is recommended that surveys provide opportunity for service users and family carers to elaborate on their satisfaction ratings. This addition will provide more scope for services to review their strengths and weaknesses.

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More information

Accepted/In Press date: 11 February 2015
e-pub ahead of print date: 25 March 2015
Published date: September 2016
Keywords: satisfaction measurement, social care, evaluation, problem, survey
Organisations: Faculty of Health Sciences, Sociology, Social Policy & Criminology, Gerontology

Identifiers

Local EPrints ID: 374519
URI: http://eprints.soton.ac.uk/id/eprint/374519
ISSN: 0966-0410
PURE UUID: d89d05c3-1a6b-4b23-90fe-514c800f193e
ORCID for Rosalind Willis: ORCID iD orcid.org/0000-0001-6687-5799
ORCID for Maria Evandrou: ORCID iD orcid.org/0000-0002-2115-9358

Catalogue record

Date deposited: 19 Feb 2015 14:54
Last modified: 18 Feb 2021 17:16

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