Service quality: a satisfaction survey of the elderly

Abstract

Locality management devolves the responsibility for the delivery of community health and social services to “localities” of some 25,000‐30,000 people. States that unit general managers wanted to measure the clients’ perception of the quality of the service provided. Research resource constraints limited the study to the elderly in receipt of at least one statutory service and the carers. Describes how a survey of 410 elderly was carried out by interview in their place of residence and a postal survey of carers based on the same criteria was conducted which yielded 221 usable responses. Analyses show considerable variability within the two groups across the criteria with informational needs scoring least well by a considerable margin in both. Comparing scores between the two groups shows that carers were much less satisfied than the elderly clients with scores in general being about 30 points lower for all criteria.

Citation

McCartan‐Quinn, D., McAleer, E. and Naqvi, I. (1996), "Service quality: a satisfaction survey of the elderly", International Journal of Health Care Quality Assurance, Vol. 9 No. 3, pp. 4-10. https://doi.org/10.1108/09526869610117720