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- Title
‘Not everything that can be counted counts and not everything that counts can be counted’– towards a critical exploration of modes of satisfaction measurement in sheltered housing.
- Authors
Foord, Mark; Savory, Julie; Sodhi, Dianne
- Abstract
This paper reflects on a research project funded by a consortium of leading sheltered housing (SH) providers and their regulatory body, the Housing Corporation. The project aimed to ascertain which aspects of SH older people perceived to be central to their satisfaction and the methods they judged most appropriate to measuring this. We outline key policy developments of importance to SH (specifically the development of performance measurement regimes), and changes in the nature of SH, which are driving providers to re-evaluate how they measure user satisfaction. We discuss the aims of the project, our methodology and findings, and conclude by raising critical questions about the process of measuring satisfaction within an increasingly managerialised housing system. We argue that this favours standardised methods of information gathering (such as questionnaires) rather than engage with clients in order to develop methods and systems capable of eliciting qualitative issues of concern to them. Our conclusions are, we believe, applicable to health and social care provision, where similar tensions exist around performance measurement and user satisfaction.
- Subjects
LONG-term care facilities; REST homes; AGING policy; RESIDENT satisfaction with public housing; PUBLIC housing; HOUSING policy; SOCIAL policy; PUBLIC welfare
- Publication
Health & Social Care in the Community, 2004, Vol 12, Issue 2, p126
- ISSN
0966-0410
- Publication type
Article
- DOI
10.1111/j.0966-0410.2004.00483.x