Evaluation of client satisfaction in a community health centre: selection of a tool

Community Health Centres (CHCs) have emerged as sites in which services based on a Primary Health Care (PHC) model are delivered. In the evaluation of the newly established Northeast CHC in Edmonton, Alberta, client satisfaction was a significant part of the evaluation component on community participation. A reliable and valid tool was sought to measure the dimensions of client satisfaction appropriate for a CHC that is based on the principles of PHC.

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Fourth-Generation Evaluation

Naturalistic program evaluation strategies are gaining acceptance within the evaluation profession. They are especially useful in the examination of the transaction, or process, components of programs. One of their disadvantages is that they demand extensive quantities of evaluator time and effort which are difficult to arrange. Guba refers to evaluation conducted within the naturalistic paradigm (as distinct from the use of naturalistic techniques) as fourth-generation evaluation.

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