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Evaluating consumer satisfaction in residential continuing care settings.

Lori Moran1, Elizabeth White, Jacquie Eales

  • 1Department of Human Ecology, University of Alberta, Edmonton, AB, Canada T6G 2E7. lmoran@ualberta.ca

Journal of Aging & Social Policy
|February 1, 2003
PubMed
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This study developed a client-centered consumer satisfaction questionnaire to evaluate residential continuing care services in Alberta. The tool ensures services align with consumer experiences and can monitor client-centered programs.

Area of Science:

  • Gerontology
  • Health Services Research
  • Consumer Health

Background:

  • Residential continuing care models are evolving.
  • Evaluating consumer satisfaction is crucial for service quality.
  • Existing measures may not fully capture client-centered experiences.

Purpose of the Study:

  • To develop a client-centered consumer satisfaction questionnaire.
  • To evaluate new models of residential continuing care in Alberta, Canada.
  • To ensure the instrument reflects the consumer's experience.

Main Methods:

  • Consumer consultation during instrument development.
  • Defining satisfaction as a multi-dimensional construct.
  • Focusing on client-centered program evaluation.

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Main Results:

  • A client-centered consumer satisfaction questionnaire was created.
  • The instrument assesses characteristics important to consumers.
  • It is suitable for cognitively-able continuing care clients.

Conclusions:

  • The developed questionnaire is a valid tool for measuring client satisfaction.
  • It can be adapted to monitor various client-centered programs.
  • This contributes to improving the quality of residential continuing care.