Lessons from research with older people for measuring patient and service user satisfaction
Lessons from research with older people for measuring patient and service user satisfaction
Much effort is expended in recording satisfaction with health and social care services, but such satisfaction measures do not always take theory into account. A simple model of satisfaction assumes that it is the result of a discrepancy between expectations and experience, but an examination of the cognitive processes involved reveals a much more complex story. In this paper, a theoretical model of the satisfaction process is first presented, followed by an examination of qualitative data on satisfaction. Participants in a study of satisfaction with social care services, where the majority were older people, were asked to rate their satisfaction level and describe their experiences in detail in a semi-structured interview. Data were analysed thematically. The results showed that some participants gave the same satisfaction rating despite having very different experiences. This was shown to be a result of variation in the understanding of the rating scale categories, basing their judgement on different domains of the social care experience, or temporal issues. The presentation concludes with recommendations for future measurement of satisfaction, relevant to both health and social care services.
Willis, Rosalind
dd2e5e10-58bf-44ca-9c04-f355f3af26ba
7 July 2017
Willis, Rosalind
dd2e5e10-58bf-44ca-9c04-f355f3af26ba
Willis, Rosalind
(2017)
Lessons from research with older people for measuring patient and service user satisfaction.
British Society of Gerontology Annual Conference, University of Swansea, Swansea, United Kingdom.
05 - 07 Jul 2017.
Record type:
Conference or Workshop Item
(Paper)
Abstract
Much effort is expended in recording satisfaction with health and social care services, but such satisfaction measures do not always take theory into account. A simple model of satisfaction assumes that it is the result of a discrepancy between expectations and experience, but an examination of the cognitive processes involved reveals a much more complex story. In this paper, a theoretical model of the satisfaction process is first presented, followed by an examination of qualitative data on satisfaction. Participants in a study of satisfaction with social care services, where the majority were older people, were asked to rate their satisfaction level and describe their experiences in detail in a semi-structured interview. Data were analysed thematically. The results showed that some participants gave the same satisfaction rating despite having very different experiences. This was shown to be a result of variation in the understanding of the rating scale categories, basing their judgement on different domains of the social care experience, or temporal issues. The presentation concludes with recommendations for future measurement of satisfaction, relevant to both health and social care services.
This record has no associated files available for download.
More information
Published date: 7 July 2017
Venue - Dates:
British Society of Gerontology Annual Conference, University of Swansea, Swansea, United Kingdom, 2017-07-05 - 2017-07-07
Identifiers
Local EPrints ID: 428911
URI: http://eprints.soton.ac.uk/id/eprint/428911
PURE UUID: 997f7957-affe-4061-9bbf-1e0c5fd96727
Catalogue record
Date deposited: 13 Mar 2019 19:35
Last modified: 12 Dec 2021 03:49
Export record
Download statistics
Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.
View more statistics