Anne Neufeld

Spring

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

Authors:
Pages:
97-117

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. Using criteria established to assist the evaluators in choosing an appropriate tool, the Service Satisfaction Scale (Attkisson & Greenfield, 1994; Greenfield & Attkisson, 1989) was selected because it was comprehensive, appropriate and psychometrically acceptable. Refinement on the basis of client and provider input led to a revised client satisfaction tool that is currently being tested. The authors suggest that, congruent with the PHC model, a multimethod approach that incorporates focus groups and individual interviews should be employed in evaluation of client satisfaction to add useful information about client perspectives.

Fall

Fourth-Generation Evaluation

Authors:
Pages:
77-91

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. This article describes an evaluation study in the health field that attempted to stay within the naturalistic paradigm while mitigating some of the drawbacks of the methodological process of naturalistic evaluation.