Client Feedback — Does it lead to Improved Services? Part I — Background and Development of the Measurement Tool

Abstract

This Case Study describes how Western Australia's largest home‐care organisation approached the task of obtaining feedback on its performance from its clients. The aim was to use this feedback both as a valid and reliable indicator of its performance, in order to be accountable to its funders, and as the basis for strategies to improve further the services provided to clients.

Citation

Lewin, G. (1998), "Client Feedback — Does it lead to Improved Services? Part I — Background and Development of the Measurement Tool", Journal of Integrated Care, Vol. 6 No. 1, pp. 28-36. https://doi.org/10.1108/14769018199800006