collecting data about service user satisfaction
DESCRIPTION
November 4th 2013. Collecting data about service user satisfaction. Workshop in London. Background. 1. NIHR. Thank you to National Institute for Health Research, School for Social Care Research for funding. - PowerPoint PPT PresentationTRANSCRIPT
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Collecting data about service user satisfaction
November 4th 2013
Workshop in London
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Background
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NIHR
Thank you to National Institute for Health Research, School for Social Care Research for funding.
This presentation presents independent research commissioned by the NIHR SSCR. The views expressed are those of the authors and not necessarily those of the NIHR SSCR or the DH, NIHR or NHS.
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Purpose of research
National Institute for Health Research School of Social Care Research (NIHR SSCR) invitation for proposals:
“People from black and ethnic minority groups report lower levels of satisfaction in both patient and service user experience surveys. If the equalities agenda is to be properly addressed in social care practice it is important to understand what lies behind these differences.”
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2010-11 Adult Social Care Survey Data
Quality of life scores:
White = 18.8Asian = 17.2Black = 17.7
Extremely or very satisfied with care services:White: 63%Asian: 53%Black: 52%Information and advice
very easy to find:White: 26%Asian: 19%Black: 25%
The way I am helped and treated makes me think and feel better about myself:White = 57%Asian = 59%Black = 57%2011, The Health and Social Care Information Centre
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The key question
Are ethnic differences in satisfaction caused by inconsistencies in the way different groups understand and respond to survey questions on satisfaction?
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Research questions
How do respondents understand and go about answering questions about satisfaction with social care services?
Does help from carers in completing questionnaires vary between groups and impact on how questions are answered?
What impact does translation have on how questions are understood?
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Cognitive interviewing
Understanding Recall
Judgement Response
Ask the survey questions and then use probing to explore the question and answer process
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Types of interview
Individual interviews with service usersIndividual interviews with carers or
relativesPaired interviews
Standard and Easy read questionnairesInterviews in English, Urdu and
Bengali/Sylheti
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Findings
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There was no evidence that Bangladeshi and Pakistani groups are
systematically understanding questions in
a way which is different from white British people
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Satisfaction
Whether needs are being met
What socialservices can offer
Standards of care
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“Social Care Related Quality of Life”
ControlPersonal CareFood and DrinkAccommodationPersonal SafetySocial lifeHow time is spentDignity
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What else we found
Carers’ involvement in answering questions can affect the answers given
Quality of translation does impact on understanding but may not explain differences
Respondents think beyond the specific services being evaluated
Some phrases are hard to understand but not only for BME groups
No evidence of systematic differences in how BME groups understand and respond
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Help with the questionnaire
Questionnaire is addressed to ‘you’.
‘Did you fill in this questionnaire by yourself or did you have help from someone else?’
31% of White complete questionnaire by themselves
22% of Asian complete questionnaire by themselves
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Translation
Adult Social Care SurveyStandard translations availableLow uptake of standard translations15% had translation as type of help (all respondents)36% Asians had translation as a type of helpCognitive interviews“It should be written in proper Urdu, if it is written like that then it would be good. It will be easier to read and understand …If you read it two or three times then you will understand it.”
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More than social care services
Whole social care systemGP, nurse, other health servicesPoliceInformal carers
Or not including social care from direct payments
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Questionnaire issues
Some lack of understanding of terms used:
undermine adequate
Two concepts in one question: Clean and comfortable
Use of smiley faces on easy read
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Recommendations
Consider tweaks to ASCOT questions where appropriate
Revise and test translated versions survey questionnaire and obtain more information on their
use
Encourage all local authorities to provide ethnicity by more detailed breakdown in data
Provide more guidance to carers on how to assist and the importance of recording service user views
Consider what can be learnt from the easy read versions and whether their use can be extended
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If you want further information, please contact
Margaret Blake
Senior Research Director
T. 020 7549 7009
Visit us online: natcen.ac.uk
Thank you