Consumer evaluation of a head injury assessment and rehabilitation unit

This study was undertaken to assess parents' evaluations of the services provided by a children's head injury rehabilitation unit. A questionnaire was designed to determine levels of satisfaction with seven aspects of care: physical surroundings, transfer of information, convenience and accessibility, discharge procedure, perceived technical competence, staff's interpersonal skills and general satisfaction. A sample of 16 sets of parents of former patients was identified and sent a copy of the questionnaire. Fourteen questionnaires were returned (response rate of 87.5 per cent). Results showed that overall levels of satisfaction were high, with respondents' ratings ranging from 3.23 to 4.38 (on a scale of one to five). Satisfaction with convenience/accessibility and discharge procedure was rated significantly lower than the other five sub-scales. The study focused attention on areas where improvements were needed and supported the unit's goal of providing a consumer-led service.