Purpose: In the decentralized Dutch service delivery system, client satisfaction levels for the provision of assistive technology (AT) for outdoor mobility for elderly and disabled persons was measured to investigate whether or not differences exist between local service delivery systems and if so, how these can be explained.
Method: In June 1999 a postal questionnaire was sent to a random sample of 973 adult users from three local authorities who had received their AT in 1998. Client satisfaction with the service delivery process was measured using seven items (alpha=0.88) added to the 12 items of the QUEST 2.0 scale. Demographic, health status and service delivery outcome characteristics were also measured.
Results: The response was 57%, 503 respondents were included in the analysis (mean age 71 years, 68% women). The health status of the respondents was very poor. The characteristics of the clients were comparable between local authorities but differences were found in the provision of AT. Whilst the overall satisfaction was high (1.8) a difference was found between local authorities. The percentage of clients who were 'not completely satisfied' with aspects of the service delivery process varied from 8% to 30%. One of the most important factors involved in the explanation of differences in satisfaction levels between local authorities (R(2)=11.4%) is that of 'delivery time'.
Conclusion: Differences in clients' satisfaction between service delivery systems do exist and are determined by 'delivery time', 'user opinion', 'access' and 'quality of information'.
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