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Users and providers: different perspectives on community care services

Wilson, Gail (1993) Users and providers: different perspectives on community care services. Journal of Social Policy, 22 (4). pp. 507-526. ISSN 1469-7823

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Abstract

Elderly clients usually express satisfaction with their services when they are asked. Surveys of clients and carers therefore have to take this tendency into account. It is important not to ask direct questions and to allow for positive, neutral and negative responses, otherwise positive responses will be overestimated. A survey of clients and carers served by a community psychogeriatric service indicated that the way a service is delivered can be more important than what is provided. The differences between staff and user perceptions of services are analysed. There are theoretical reasons for the differences connected with the combination of care and control exercised by service providers. There are also practical reasons in terms of staff perceptions, which are dominated by process, and client perceptions, which are more directly influenced by the services as they are actually delivered. Attempts to incorporate users' views into the processes of service delivery need to understand these differences and to acknowledge the limitations of user satisfaction surveys.

Item Type: Article
Official URL: http://journals.cambridge.org/action/login
Additional Information: (c) 1993 Cambridge University Press. LSE has developed LSE Research Online so that users may access research output of the School. Copyright and Moral Rights for the papers on this site are retained by the individual authors and/or other copyright owners. Users may download and/or print one copy of any article(s) in LSE Research Online to facilitate their private study or for non-commercial research. You may not engage in further distribution of the material or use it for any profit-making activities or any commercial gain. You may freely distribute the URL (<http://eprints.lse.ac.uk>) of the LSE Research Online website.
Library of Congress subject classification: H Social Sciences > HN Social history and conditions. Social problems. Social reform
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Date Deposited: 25 Apr 2007
URL: http://eprints.lse.ac.uk/1035/

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