An exploratory study on user feedback in elderly home and it's implications on quality management

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An exploratory study on user feedback in elderly home and it's implications on quality management


Author: Ho, Sim-ki
Title: An exploratory study on user feedback in elderly home and it's implications on quality management
Degree: M.A.
Year: 1997
Subject: Old age homes -- China -- Hong Kong -- Administration
Total quality management
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Applied Social Studies
Pages: iv, 102, [21] leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Quality management, an increasing concern in welfare sector, has become a hot topic in recent years. Following the development of quality management, quality assurance and quality control has aroused the attention both in business and service sectors. In addition, the customer focus service orientation alerts service provider to redefine the working relationships. User feedback becomes vital in evaluating and improving the service provision. Elderly home is an institutional living for the aged peoples. A review of studies on aged home residents describe the mixture of feelings that elderly would lose their sense of independence, choices inevitably replaced by routines, residents also lack of a sense of personal control on their daily activities. Although residents are encouraged to give feedback, and the elderly home have established feedback systems, but how residents perceive the usefulness of feedback, and how would they use it? Also, how staff as well perceive user feedback is crucial and have significant impact on it's development. The major objectives of this study are to explore how residents and staff in elderly home perceive feedback and it's implications on quality management through collecting their views on the 'usefulness' and the 'utilization' of feedback. Through this study, it is interesting to find that staff and residents share similar views on the usefulness and utilization of feedback, however, residents perceive feedback is their responsibility which implies works being assigned and committed, whereas staff perceive feedback is the residents' rights, they are expected to execute their power to make changes of their own environment. In addition, it seems that residents use informal feedback channels, such as to talk to staff whom they trust, instead of using formal channel to feedback, like the Residents Meeting. They consider that to give feedback openly may be interpreted as a challenges to others. Therefore, residents are easily to feedback on service tasks instead of staff performance or attitudes. In this study, it is observed that residents cannot claim to give feedback in elderly home freely. Although they have many feedback channels, they have hesitations to give comments especially feedback to staff performance. They considers that this will break the relationships and they need to depend on staff assistance. Such feelings of dependency seems to create the feelings of powerless. This study has raised the considerations of Chinese cultural dimensions as the knowledge of quality management borrows from western culture, the concept of user participation, customer service as well as the emphases of feedback system embedded the western ideologies. In addition, this study can only be considered as an exploratory study on user feedback in elderly home, future research on the related topic from various perspectives are proposed

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