Measuring Client Satisfaction with Child Welfare Services

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Title Measuring Client Satisfaction with Child Welfare Services
Author Tilbury, Clare; Osmond, Jennifer; Crawford, Meegan Joan
Journal Name Journal of Public Child Welfare
Year Published 2010
Place of publication United States
Publisher Routledge
Abstract This article examines the role of client satisfaction indicators in child welfare agency performance measurement. It examines both research and performance measurement efforts to understand client perspectives on child protection and out-of-home care services. It highlights the value of obtaining data from clients about their experience of the service delivered by the agency and its impact on their lives. Conceptual, methodological and ethical issues in implementing routine, standardized data collection on client satisfaction are discussed. Measuring client satisfaction within a suite of performance indicators is an example of how practitioners and managers can use one of the tools of managerialism in the interests of clients and good practice.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1080/15548730903563160
Copyright Statement Copyright 2010 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
Volume 4
Issue Number 1
Page from 77
Page to 90
ISSN 1554-8732
Date Accessioned 2011-02-15
Date Available 2011-09-12T06:48:50Z
Language en_AU
Research Centre Key Centre for Ethics, Law, Justice and Governance
Faculty Griffith Health Faculty
Subject Social Program Evaluation
URI http://hdl.handle.net/10072/37482
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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