Samuelsson G, Wister A
Gerontology Research Center, Lund, Sweden.
Home Care Provid. 2000 Dec;5(6):223-30. doi: 10.1067/mhc.2000.111864.
This study examines clients' expectations of quality in home care services and their perceived satisfaction with services among a random sample of 76 home care recipients in Vancouver, Canada. The researchers conducted face-to-face interviews that applied Multiattribute Utility Technology, a procedure that organizes several quality attributes of "ideal" home care into a tree structure to compare their relative importance and ranking from the clients' perspective. Participants also were asked to state their satisfaction or dissatisfaction with the services received in these domains. Among the five main quality attributes identified, the subjects ranked suitability of the home helper and its subset, personal competence, as the most important indicators of quality, followed by continuity in service. In addition, clients tended to have a high level of satisfaction with regard to the attributes of overall home care services. The highest level of satisfaction was reported for elements of personal dispositions of home care staff. The lowest level of satisfaction involved the time/availability components of the service. Finally, comparisons between client expectations and satisfaction of received home care services showed the highest discrepancy for the attributes of influence and time/availability and the greatest congruence for personal attributes of the staff. The results are discussed in terms of their implications for the delivery of home care services.
本研究调查了加拿大温哥华76名居家护理接受者随机样本对居家护理服务质量的期望以及他们对服务的感知满意度。研究人员进行了面对面访谈，采用多属性效用技术，该程序将“理想”居家护理的几个质量属性组织成树形结构，以便从客户角度比较它们的相对重要性和排名。参与者还被要求说明他们对在这些领域接受的服务的满意或不满意程度。在确定的五个主要质量属性中，受试者将家庭护理员的适用性及其子集个人能力列为最重要的质量指标，其次是服务的连续性。此外，客户对整体居家护理服务的属性往往满意度较高。对居家护理人员个人性格方面的满意度最高。满意度最低的是服务的时间/可及性部分。最后，客户期望与所接受的居家护理服务满意度之间的比较显示，影响和时间/可及性属性的差异最大，而工作人员的个人属性一致性最高。将根据研究结果对居家护理服务提供的影响进行讨论。
