Clarification of the constructs of satisfaction and dissatisfaction with home care.

This study examined what elderly clients perceived as being important in contributing to their satisfaction and dissatisfaction with home care. Nineteen guided interactive interviews were conducted with 10 home care clients using storytelling, scenarios, and a rating of the importance of the dimensions of client satisfaction and dissatisfaction. A hierarchical thematic analysis revealed that satisfaction with home care was influenced by client characteristics and was composed of clients' expectations, program characteristics, home care workers' attributes, relationships with the workers, and clients' involvement with planning their care. Dissatisfaction was reported if positive aspects of these dimensions were lacking. This suggests that satisfaction and dissatisfaction are at opposite ends of multiple continua of dimensions.