Using Client Satisfaction to Improve Case Management Services for the Elderly

Abstract

Although client satisfaction has long been an important form of program evaluation, one of the major limitations regarding client satisfaction studies has been the inability to provide concrete feedback for service providers. This study describes the use of a client-centered approach to developing a client satisfaction measure for a case management setting, Client Satisfaction: Case Management (CSAT-CM). The CSAT-CM overcomes major limitations associated with prior client satisfaction studies and can be used to collect client satisfaction data that will provide concrete feedback for the service providers to improve their case management services. Preliminary results indicate that CSAT-CM has desirable psychometric properties. The proposed practical method of measuring client satisfaction has the potential to be adapted by other types of social service agencies.