Personal Social Services - surveys of user satisfaction and experience: designing new collection

Researchers: Hazel Qureshi, Olwen Rowlands (ONS)

Funder: Department of Health - Social Care Division

Duration: October 2000 to September 2001

In partnership with ONS, SPRU won a contract to assist the Department of Health in preparing questions and guidance for surveys of users of personal social services, which are required as part of the modernisation agenda. The SPRU contribution was to coordinate the provision of expert briefings on research knowledge about areas important to users of social services, and to assist in finding a sample of social services managers with experience of conducting satisfaction surveys in order to learn from their experience. Colleagues from the Social Work Research and Development Unit at York worked with us to prepare briefings. ONS have used the briefings to develop draft questions which were then subject to cognitive testing.

Publication

Show Abstract...

2004

User satisfaction surveys and cognitive question testing in the public sector: the case of personal social services in England, 2004
Qureshi, H. and Rowlands, O., International Journal of Social Research Methodology, 7, 4, 273-287.