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A culturally relevant measure of client satisfaction in child welfare services

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  • Mundy, Crystal L.
  • Neufeld, Amanda N.
  • Wells, Susan J.

Abstract

Child welfare professionals increasingly recognize the importance of the client's perspective in evaluating service outcomes, but there is a dearth of well-developed instruments that meet the needs of service providers and planners. This article describes the implementation of a measure of primary caregivers' satisfaction with mandated child welfare services. This measure is significant for its flexibility regarding the nature of the child welfare population to be surveyed and for its attention to cultural aspects of the clients' experience. The instrument is an adaptation of Harris, Poertner, and Joe's (2000) client satisfaction measure and includes selected items from related instruments in the field. The measure was developed with the help of an Aboriginal child welfare agency and piloted with that agency's clients. The adapted instrument also includes items requested by the pilot testing agency to reflect high quality child welfare practice including specific attention to the clients' racial, ethnic, and cultural identity. This project furthers Harris et al.'s (2000) prior work by using the instrument in another country (Canada) and with diverse populations, thereby adding to the body of evidence supporting the development of this measure. Future research with larger samples could further enhance the validation of the measure and its usefulness to policy makers and practitioners.

Suggested Citation

  • Mundy, Crystal L. & Neufeld, Amanda N. & Wells, Susan J., 2016. "A culturally relevant measure of client satisfaction in child welfare services," Children and Youth Services Review, Elsevier, vol. 70(C), pages 177-189.
    • Handle: RePEc:eee:cysrev:v:70:y:2016:i:c:p:177-189
    DOI: 10.1016/j.childyouth.2016.09.011
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    References listed on IDEAS

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    1. Larsen, Daniel L. & Attkisson, C. Clifford & Hargreaves, William A. & Nguyen, Tuan D., 1979. "Assessment of client/patient satisfaction: Development of a general scale," Evaluation and Program Planning, Elsevier, vol. 2(3), pages 197-207, January.
    2. Baker, Amy J.L., 2007. "Client feedback in child welfare programs: Current trends and future directions," Children and Youth Services Review, Elsevier, vol. 29(9), pages 1189-1200, September.
    3. Williams, Brian & Coyle, Joanne & Healy, David, 1998. "The meaning of patient satisfaction: An explanation of high reported levels," Social Science & Medicine, Elsevier, vol. 47(9), pages 1351-1359, November.
    4. Drake, Brett, 1996. "Consumer and worker perceptions of key child welfare competencies," Children and Youth Services Review, Elsevier, vol. 18(3), pages 261-279.
    5. Ayala-Nunes, Lara & Jiménez, Lucía & Hidalgo, Victoria & Jesus, Saul, 2014. "Family feedback in Child Welfare Services: A systematic review of measures," Children and Youth Services Review, Elsevier, vol. 44(C), pages 299-306.
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    2. Tilbury, Clare & Ramsay, Sylvia, 2018. "A systematic scoping review of parental satisfaction with child protection services," Evaluation and Program Planning, Elsevier, vol. 66(C), pages 141-146.

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