What Is Good Service Quality? Day Service Staff's Perspectives about What It Looks Like and How It Should Be Monitored

Autor/inn/en	McEwen, Jade; Bigby, Christine; Douglas, Jacinta
Titel	What Is Good Service Quality? Day Service Staff's Perspectives about What It Looks Like and How It Should Be Monitored
Quelle	In: Journal of Applied Research in Intellectual Disabilities, 34 (2021) 4, S.1118-1126 (9 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (McEwen, Jade) ORCID (Bigby, Christine)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1360-2322
DOI	10.1111/jar.12871
Schlagwörter	Foreign Countries; Program Effectiveness; Quality Control; Standards; Day Programs; Employee Attitudes; Caregiver Attitudes; Cooperative Planning; Leadership Styles; Program Content; Interpersonal Relationship; Staff Development; Intellectual Disability; Australia + Suchen Sie Ihr Suchwort? Ausland; Qualitätskontrolle; Standard; Arbeitnehmerinteresse; Führungsstil; Programmgestaltung; Interpersonal relation; Interpersonal relations; Interpersonelle Beziehung; Zwischenmenschliche Beziehung; Personnel development; Personalentwicklung; Intellect; Disability; Disabilities; Verstand; Behinderung; Australien
Abstract	Background: Australian disability services must comply with quality standards defined by federal government. Standards are abstract, focus on paperwork and rarely describe what good service quality looks like in practice. This research explored frontline day service staff's perceptions of good service quality to identify ways that it may be better monitored. Methods: Using a constructivist grounded theory methodology, semi-structured interviews were conducted with 9 frontline staff from 3-day services. Interviews were recorded, transcribed and analysed for themes using constant comparison and line-by-line coding. Results: Five categories of good practice were identified: collaborative hands-on leadership, well-planned services, respect for people with intellectual disabilities and their carers, a culture of continuous improvement and professionalization of the support worker role. Conclusions: Results align with research undertaken in accommodation services for people with intellectual disabilities, suggesting commonalities in frontline staff's perceptions of quality in both day and accommodation services. (As Provided).
Anmerkungen	Wiley. Available from: John Wiley & Sons, Inc. 111 River Street, Hoboken, NJ 07030. Tel: 800-835-6770; e-mail: cs-journals@wiley.com; Web site: https://www.wiley.com/en-us
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01