Disability Service Users & Carers Satisfaction Survey
Disability Service Users & Carers Satisfaction Survey
Client: Disability Services Queensland
Disability Services Queensland engaged HOI to conduct a satisfaction survey of Disability Service Users, Mental Health Service Users and Carers. The survey measured service user and carer levels of satisfaction with the services they were provided and identified areas for improvement.
The survey instrument and methodology were approved by the Queensland Health Human Research Ethics Committee. Information was sourced by DSQ from the 2007-08 preliminary CSTDA National Minimum Data Set (NMDS) database and was used to develop the sample size frames.
The methodology involved canvassing the perspectives of four groups, namely: disability service users; disability service user proxies (people who provided unpaid regular and sustained care to the person with the disability and were likely to respond on behalf of the service user who may have had difficulty communicating by telephone); carers; and mental health service users.
Participants completed 2174 surveys, with the main method via telephone using a computer assisted telephone interviewing (CATI) system. Where requested, respondents were able to provide responses to the survey via email or on hand-written forms.
The final report described the processes undertaken, findings and trends for each survey question and recommended future improvements to the survey.