John Walsh Centre for Rehabilitation Research, Sydney Medical School Northern, The University of Sydney, Sydney, NSW, Australia.
College of Nursing and Health Sciences, Flinders University, GPO Box 2100, Adelaide, SA, 5001, Australia.
BMC Geriatr. 2018 Jun 26;18(1):148. doi: 10.1186/s12877-018-0838-8.
Our study explored client experience of Australian Consumer Directed Care. This evolving funding model enables consumer autonomy and choice, allowing older people to remain in their community as they age and need support through the creation of a personalised support service. Consumer Directed Care focuses on providing services that the consumer self-determines to meeting their needs including identifying their types of services, from whom, when and how these services are delivered.
Semi-structured in-depth interviews were conducted in two Australian states between August 2015 and April 2016 with 14 participants, preferably in receipt of CDC services for at least the previous 12 months. Questions explored how the participant first learned about this service; the types of services they received; whether services met their needs; and any additional support services they personally purchased. Interviews were transcribed, coded and thematically analysed.
Four main themes related to consumer experience emerged. Knowledge: Unsure what Consumer Directed Care Means. Acceptance: Happily taking any prescriptive service that is offered. Compliance: Unhappily acceding to the prescriptive service that is offered. External Influences: Previous aged care service experience, financial position, and cultural differences.
Our results suggest that the anticipated outcomes of Consumer Directed Care providing a better service experience were limited by existing client knowledge of these services, how best to utilise their funding allocation, and their acceptance or compliance with what was offered, even if this was not personalised or sufficient. External influences, such as service experience, finances, cultural difference, impacted the way clients managed their allocation. Our study identified that ongoing engagement and discussion with the client is required to ensure that services are specific, directly relevant and effective to achieving a consumer directed care service.
我们的研究探讨了澳大利亚消费者导向护理的客户体验。这种不断发展的资金模式使消费者能够自主和选择，使老年人在年老需要支持时能够留在社区中，并通过创建个性化的支持服务来实现。消费者导向护理专注于提供消费者自行决定满足其需求的服务，包括确定他们需要的服务类型、服务来源、何时以及如何提供这些服务。
2015 年 8 月至 2016 年 4 月，在澳大利亚的两个州对 14 名参与者进行了半结构化深入访谈，最好是在过去 12 个月内至少接受过消费者导向护理服务。问题探讨了参与者如何首次了解这项服务；他们接受的服务类型；这些服务是否满足他们的需求；以及他们个人购买的任何额外支持服务。对访谈进行了转录、编码和主题分析。
出现了四个与消费者体验相关的主要主题。知识：不确定消费者导向护理意味着什么。接受：欣然接受所提供的任何规定性服务。合规性：不乐意接受所提供的规定性服务。外部影响：以前的老年护理服务经验、财务状况和文化差异。
我们的研究结果表明，消费者导向护理提供更好的服务体验的预期结果受到客户对这些服务的现有知识、如何最好地利用其资金分配以及他们对所提供服务的接受或遵守程度的限制，即使这些服务没有个性化或足够。外部影响，如服务经验、财务状况、文化差异，影响了客户管理其分配的方式。我们的研究表明，需要与客户进行持续的沟通和讨论，以确保服务具有针对性、直接相关且能够有效地实现消费者导向护理服务。
