Tilbury Clare, Ramsay Sylvia
School of Human Services and Social Work, Griffith University, Australia.
Eval Program Plann. 2018 Feb;66:141-146. doi: 10.1016/j.evalprogplan.2017.10.010. Epub 2017 Oct 16.
Obtaining parent views on child protection services is an essential part of evaluating service quality and effectiveness. It also promotes the principles of listening to parents and involving them in decision-making. The present review analysed published research that investigated parental perspectives on the child protection services they received. It identified 52 studies published between 2000 and 2016 on parent satisfaction. Most used qualitative methods, and eight standardised survey instruments were used in quantitative studies. Factors related to parent satisfaction or dissatisfaction related to the attitudes and skills of workers, the interventions provided, and aspects of the child protection system. The body of research provides guidance for policymakers and practitioners about strategies to measure and improve client satisfaction.
获取家长对儿童保护服务的看法是评估服务质量和成效的重要组成部分。这也促进了倾听家长意见并让他们参与决策的原则。本综述分析了已发表的研究，这些研究调查了家长对其所接受的儿童保护服务的看法。它确定了2000年至2016年间发表的52项关于家长满意度的研究。大多数研究采用定性方法，定量研究中使用了8种标准化调查工具。与家长满意或不满意相关的因素涉及工作人员的态度和技能、所提供的干预措施以及儿童保护系统的各个方面。该研究主体为政策制定者和从业者提供了有关衡量和提高客户满意度策略的指导。
