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How leaders in day service organisations understand service quality.pdf (1.2 MB)
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How leaders in day service organisations understand service quality

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journal contribution
posted on 21.09.2021, 23:15 by Jade McEwen, Christine BigbyChristine Bigby, Jacinta DouglasJacinta Douglas
Organisations for people with intellectual disabilities must comply with regulatory quality standards written by Australian governments. Standards are abstract and predominantly focus on paperwork and processes. In thinking about service quality, organisational leaders must decide where to focus their efforts and whether to look beyond compliance issues. This study aimed
to identify how leaders in day-service organisations for people with intellectual disabilities perceived and monitored service quality, and what they thought influenced quality in their services.
Using a constructivist grounded theory methodology, semistructured interviews were conducted with eight leaders from three day-service organisations in Victoria, Australia. Interviews were recorded, transcribed, and thematically analysed using constant comparison and line-by-line coding. Overall, the leaders had two contrasting approaches to quality in their organisations. Four had a “process compliance” approach and the other four a “service user’s experience of support” approach. These two approaches to service quality mirrored the tensions between the process compliance approach used by Australian governments to
regulate the quality of services provided to people with intellectual disabilities, and an approach preferred by researchers, which argues the importance of judging quality through observation of service users’ experience of support. Consideration should be given to merging these approaches and creating indicators that incorporate both observation and process review methods.

History

Publication Date

01/09/2021

Journal

Research and Practice in Intellectual and Developmental Disabilities

Pagination

(p. 1-9)

Publisher

Informa UK Limited

ISSN

2329-7018

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The Author reserves all moral rights over the deposited text and must be credited if any re-use occurs. Documents deposited in OPAL are the Open Access versions of outputs published elsewhere. Changes resulting from the publishing process may therefore not be reflected in this document. The final published version may be obtained via the publisher’s DOI. Please note that additional copyright and access restrictions may apply to the published version.

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