Supporting quality improvement through a better client and carer satisfaction feedback system

In 2007, the Department of Human Services Victoria identified the requirement for a valid and robust instrument to measure satisfaction of clients and carers receiving palliative care services. The two main drivers for the development of this instrument were to meet Government reporting requirements, and to provide feedback to the palliative care sector to enable quality improvement. A review of the literature identified existing instruments, but there was little consensus on the factors influencing the satisfaction of palliative care recipients. Interview data revealed issues of importance to clients, carers and key opinion leaders in the Victorian palliative care sector; these themes formed the basis of the development of a question bank and pilot surveys. Four different survey types [clients in the community; clients in health services; carers of clients in the community; carers of clients in health services] were developed. A total of 257 surveys were returned, and factor analyses were used to identify the best mix of items. The newly developed Victorian Palliative Care Satisfaction Instrument [VPCSI] comprises five components. The central core [35 questions] taps four key dimensions important to the satisfaction of all clients and carers. A secondary set [14 questions] assesses a further three dimensions of high interest. Demographic and supporting information are also measured, while carer and health service modules tap population-specific dimensions. The VPCSI is designed for use across multiple modalities [hard copy, phone, online], and provides scope for the development of benchmark data and interventions for service quality improvement.

8236 - Development of the Victorian Palliative Care Satisfaction Instrument (VPCSI): Assessing client and carer satisfaction (920kb pdf).