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Handbook of Social Work in Health and Aging$
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Barbara Berkman and Sarah D'Ambruoso

Print publication date: 2006

Print ISBN-13: 9780195173727

Published to Oxford Scholarship Online: April 2010

DOI: 10.1093/acprof:oso/9780195173727.001.0001

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Measuring Client Satisfaction Among Older Adults and Families

Measuring Client Satisfaction Among Older Adults and Families

(p.1009) 95 Measuring Client Satisfaction Among Older Adults and Families
Handbook of Social Work in Health and Aging

Chang-Ming Hsieh

Elizabeth Essex

Oxford University Press

This chapter proposes a method of measuring client satisfaction designed to overcome the limitations of past client satisfaction studies. By asking the clients to rate their satisfaction with all major service aspects within a specific care or service setting, the approach addresses the issues of contextual relevance and the multidimensional nature of client satisfaction. In addition, this measurement approach addresses the possibility of unequal weights among the different service aspects by incorporating perceived importance into the measurement of client satisfaction. That is, the measure takes into account the potential interpersonal differences in perceived importance of various service elements. It is, therefore, a true client-centered satisfaction measure.

Keywords:   program evaluation, client satisfaction, social work practice

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