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Problems with measuring satisfaction with social care
Rosalind Willis1, Maria Evandrou1, Pathik Pathak2
1Centre for Research on Ageing, University of Southampton, Southampton, UK.
Health & Social Care in the Community
|March 27, 2015
Summary
Customer satisfaction surveys in social care often yield positive ratings despite mixed user experiences. This study suggests allowing service users to elaborate on their satisfaction ratings for better service evaluation.
Area of Science:
- Social Sciences
- Healthcare Management
- Public Health
Background:
- Customer satisfaction measurement is vital for healthcare and social care performance monitoring and service development.
- Existing satisfaction measures for social care services, like the Adult Social Care Survey, are under-theorised.
- Evaluating satisfaction with social care services requires a robust theoretical foundation.
Purpose of the Study:
- To explore the process of evaluating satisfaction with social care services.
- To examine the influence of ethnicity on satisfaction evaluation among service users and family carers.
- To identify limitations in current satisfaction measurement tools and propose improvements.
Main Methods:
- A literature review of the theoretical background of satisfaction measurement.
- Qualitative interviews with 82 service users and family carers in Hampshire, Portsmouth, and Southampton (2012-2013).
- Inclusion of participants from White British and South Asian ethnic backgrounds.
Main Results:
- Most participants reported positive satisfaction ratings, irrespective of their described experiences.
- Qualitative data revealed both positive and negative service experiences in participants' narratives.
- Ethnicity was considered in the analysis of satisfaction evaluation processes.
Conclusions:
- Current satisfaction measures may not fully capture the nuances of service user experiences.
- Surveys should incorporate opportunities for service users and family carers to provide detailed feedback.
- Enhanced feedback mechanisms can improve the review of social care service strengths and weaknesses.
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