Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland

Hollenstein, Eva; Schmelzer, Sarah; Liberatore, Florian

Publication type:	Conference paper
Type of review:	Peer review (abstract)
Title:	Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland
Authors:	Hollenstein, Eva Schmelzer, Sarah Liberatore, Florian
et. al:	No
Conference details:	19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019
Issue Date:	2019
Language:	English
Subject (DDC):	362: Health and social services
Abstract:	Background: Homecare services for the elderly and chronically ill are becoming increasingly important in many western countries, including Switzerland. Surveys of client satisfaction with services are conducted using various measurement instruments, some of which do not meet scientific quality criteria. In particular, the validity of existing measures is often questioned because less sensitive and favorable ratings lead to ceiling effects. Objectives: Development and validation of a satisfaction measure for homecare services in Switzerland which reflects (i) the service experience of clients, (ii) is sensitive to critical incidents, and (iii) offers a high explanatory power for overall satisfaction with homecare services. Method: After a step-by-step scale development process, the prototype was field-tested in a survey of Swiss homecare clients (sample n = 1,312). To assess validity, the ratings on the CSI-HC measure were compared with client-stated data on the occurrence of critical incidents, stated client experience, and the affective state of the client in relation to the homecare provider. Findings: The items of the measure explain a high proportion of overall satisfaction with homecare services. Furthermore, the measure appears to be sensitive to the occurrence of critical incidents and reflects the stated qualitative client experience very well. The measure correlates highly with affective satisfaction assessed on the SAM scale. Contribution to the research field: This study presents a mixed-method approach for the validation of a sensitive client satisfaction measure in healthcare management and public health research using the example of a measure for the Swiss homecare sector.
URI:	https://digitalcollection.zhaw.ch/handle/11475/19074
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	School of Management and Law
Organisational Unit:	Winterthur Institute of Health Economics (WIG)
Appears in collections:	Publikationen School of Management and Law

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Hollenstein, E., Schmelzer, S., & Liberatore, F. (2019). Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland. 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019.

Hollenstein, E., Schmelzer, S. and Liberatore, F. (2019) ‘Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland’, in 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019.

E. Hollenstein, S. Schmelzer, and F. Liberatore, “Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland,” in 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019, 2019.

HOLLENSTEIN, Eva, Sarah SCHMELZER und Florian LIBERATORE, 2019. Sensitive to critical incidents : the development and validation of the Swiss CSI-HC : a client satisfaction measure for homecare services in Switzerland. In: 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019. Conference paper. 2019

Hollenstein, Eva, Sarah Schmelzer, and Florian Liberatore. 2019. “Sensitive to Critical Incidents : The Development and Validation of the Swiss CSI-HC : A Client Satisfaction Measure for Homecare Services in Switzerland.” Conference paper. In 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019.

Hollenstein, Eva, et al. “Sensitive to Critical Incidents : The Development and Validation of the Swiss CSI-HC : A Client Satisfaction Measure for Homecare Services in Switzerland.” 19th EURAM Annual Conference, Lisbon, Portugal, 26-28 June 2019, 2019.