Publikationstyp: Konferenz: Paper
Art der Begutachtung: Peer review (Abstract)
Titel: Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland
Autor/-in: Hollenstein, Eva
Schmelzer, Sarah
Liberatore, Florian
et. al: No
Angaben zur Konferenz: 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019
Erscheinungsdatum: 2019
Sprache: Englisch
Fachgebiet (DDC): 362: Gesundheits- und Sozialdienste
Zusammenfassung: Background: Homecare services for the elderly and chronically ill are becoming increasingly important in many western countries, including Switzerland. Surveys of client satisfaction with services are conducted using various measurement instruments, some of which do not meet scientific quality criteria. In particular, the validity of existing measures is often questioned because less sensitive and favorable ratings lead to ceiling effects. Objectives: Development and validation of a satisfaction measure for homecare services in Switzerland which reflects (i) the service experience of clients, (ii) is sensitive to critical incidents, and (iii) offers a high explanatory power for overall satisfaction with homecare services. Method: After a step-by-step scale development process, the prototype was field-tested in a survey of Swiss homecare clients (sample n = 1,312). To assess validity, the ratings on the CSI-HC measure were compared with client-stated data on the occurrence of critical incidents, stated client experience, and the affective state of the client in relation to the homecare provider. Findings: The items of the measure explain a high proportion of overall satisfaction with homecare services. Furthermore, the measure appears to be sensitive to the occurrence of critical incidents and reflects the stated qualitative client experience very well. The measure correlates highly with affective satisfaction assessed on the SAM scale. Contribution to the research field: This study presents a mixed-method approach for the validation of a sensitive client satisfaction measure in healthcare management and public health research using the example of a measure for the Swiss homecare sector.
URI: https://digitalcollection.zhaw.ch/handle/11475/19074
Volltext Version: Publizierte Version
Lizenz (gemäss Verlagsvertrag): Lizenz gemäss Verlagsvertrag
Departement: School of Management and Law
Organisationseinheit: Winterthurer Institut für Gesundheitsökonomie (WIG)
Enthalten in den Sammlungen:Publikationen School of Management and Law

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