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Journal of Applied Gerontology, Vol. 23, No. 3, 234-246 (2004)
DOI: 10.1177/0733464804267971

Care Managers as Research Interviewers: A Test of a Strategy for Gathering Consumer Satisfaction Information

Latona D. Murdoch

Suzanne R. Kunkel

Robert A. Applebaum

Jane K. Straker

Miami University

Care managers from local Area Agencies on Aging, operating Ohio’s home- and community based waiver program (PASSPORT), were trained as research interviewers to collect consumer satisfaction data from clients receiving in-home services using the Home Care Satisfaction Measure (Geron, Smith, Tennstedt, Jette, Chassler, & Kasten, 2000). The data for homemaker and home health aide scales were comparable to those collected by independent research interviewers for interrater reliability and showed no significant difference between the two groups. The scores on the home-delivered meals index obtained by care managers were slightly but significantly higher than those obtained by the research interviewers. A slight, but significant, difference was found on the home-delivered meals index, although differences between most individual items were not significant. Overall, findings indicate that care managers, when appropriately trained, can collect reliable, scientifically sound data, providing a cost-effective method for collecting satisfaction information from consumers receiving in-home care.

Key Words: home care services • Home Care Satisfaction Measure • consumer satisfaction • case managers • care managers • interview methodology


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R. Applebaum, S. Kunkel, and K. Wilson
Transforming Data Into Practical Information: Using Consumer Input to Improve Home-Care Services
Gerontologist, February 1, 2007; 47(1): 116 - 122.
[Abstract] [Full Text] [PDF]