How Elderly People Rank-Order the Quality Characteristics of Home Services

Abstract

Various studies have dealt more or less directly with qualitative questions concerning social services provided in the home. While as a result of such studies the general characteristics of home services of importance to elderly people are quite well known, this is not the case regarding the relative importance assigned to such characteristics. Personal interviews using the ‘Multiattribute Utility Technology’ (MAUT) were used. This procedure organises the attributes in a ‘tree’ structure for comparing the relative importance & ranking of different quality attributes. A random sample of 180 receivers of home-help services aged 65 to 95 and living in a rural, small town and city area were interviewed. The interviewed persons were asked to rank-order according to personal importance each grouping of quality attributes. The relative values of the different qualities were determined, using a scale with a range from 0 to 100 points. Continuity, especially Staff Continuity, was the most important quality attribute together with Suitability and Personal Relation. Availability and Influence were the least important quality attributes. The characteristics studied had largely the same relative importance for all older people, irrespective of category.