University of Twente Student Theses


Het beter meten van clienttevredenheid in verpleegtehuizen

Benou, A. (2012) Het beter meten van clienttevredenheid in verpleegtehuizen.

[img] PDF
Abstract:This paper describes the search for a method to measure client-satisfaction in a nursing home. Management describes the current measuring instrument as not sufficient. The instrument is analyzed according to relevant literature and it is shown that this instrument is indeed flawed. After conversations with clients as well as personnel possible solutions are formulated. These solutions are compared to the literature to check for relevancy. This process has yielded the following solutions: Focus- A focus aspect should be identified by either a questionnaire or by using a group of clients. Clear goals should be set in accordance with these clients and everyone should strive to achieve these goals. This increases client participation and engagement in the process of analyzing, this will improve client satisfaction. The focus aspect should be monitored in the period after setting a focus. After a certain period of time the results should be analyzed and the focus should shift to another care-aspect. Ask Personnel-Personnel have insight in the satisfaction of clients, by asking the personnel to rate this satisfaction and creating a clear overview of this satisfaction over time, valuable information can be uncovered. Suggestion Box-Clients get to submit their opinion through touch screens in the hallways or in their room. This will heighten the frequency of measurements and will give a lot of continuous data concerning the satisfaction achieved through the care that was delivered. Analyzing this data will give more insight in client satisfaction. These solutions are compared using a multi-criterion analysis. This analysis shows that Focus should yield the best results on a short term and should be implemented first.
Item Type:Essay (Bachelor)
Stichting Pleyade, Nederland
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration BSc (56834)
Link to this item:
Export this item as:BibTeX
HTML Citation
Reference Manager


Repository Staff Only: item control page