Chong A M, Chi I
Department of Applied Social Studies, City University of Hong Kong, Tatchee Avenue, Kowloon, Hong Kong.
J Interprof Care. 2001 Aug;15(3):223-34. doi: 10.1080/13561820120063110.
Consumer satisfaction has been adopted by many service industries as an outcome measure of service quality. This paper reports and discusses the construction of validation of a set of quality indicators that have been used to measure the domains of satisfaction among residents of old age homes in Hong King. The quality indicators were firstly constructed through residents' focus group discussions in Hong Kong and through reference to theories of social gerontology. A team of multi-disciplinary professionals, including social workers, nurses and social gerontology researchers, then reviewed the indicators. Residents' views and reactions to the indicators were also solicited through face-to-face interviews with 20 residents. The 55-item scale was then validated and modified to 35 items after a pilot study of 98 residents. Finally, the indicators were used in a study of 405 residents selected by stratified random sampling. A 28-item scale representing nine quality indicators for the residential home service was finally validated. The paper concludes with recommendations on the use of this set of quality indicators to promote service quality in residential care.
消费者满意度已被许多服务行业用作服务质量的一项结果衡量指标。本文报告并讨论了一套质量指标的构建及验证情况，这些指标被用于衡量香港养老院居民的满意度领域。质量指标首先通过香港居民焦点小组讨论并参考社会老年学理论构建而成。然后，包括社会工作者、护士和社会老年学研究人员在内的多学科专业团队对这些指标进行了审查。还通过与20名居民进行面对面访谈，征求了居民对这些指标的看法和反应。在对98名居民进行预研究后，55项量表得到验证并修改为35项。最后，这些指标被用于一项对405名通过分层随机抽样选出的居民的研究。最终验证了一个代表养老院服务九个质量指标的28项量表。本文最后就使用这套质量指标以提升住宿照顾服务质量提出了建议。
