Client satisfaction and empowerment through social work intervention

Walsh, Tamara & Lord, Bruce (2004) Client satisfaction and empowerment through social work intervention. Social Work in Health Care, 38(4), pp. 37-56.

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This study examines the utility of satisfaction questionnaires in gauging the effectiveness of social work services in a paediatric hospital setting. Participants completed an empowerment scale before seeing a social worker. Approximately four weeks later, participants completed the empowerment scale again, at which time they also completed a satisfaction questionnaire. The difference between the preand post-test empowerment scores was compared with the satisfaction scores, and the influence of some demographic and intervention variables was examined. The results indicated that there was no significant relationship between participants' reported level of satisfaction with the social work service provided and the change in participants' empowerment scores before and after intervention. Most demographic and intervention variables tested did not yield any significant associations with satisfaction or change in empowerment. However, it was found that those who received both counselling and practical assistance (rather than only one or the other) and those with a higher level of education were more likely to report an increase in their level of empowerment after receiving social work intervention. This study lends further support to the contention that satisfaction questionnaires alone may not provide reliable information with regard to the utility and effectiveness of paediatric hospital social work intervention

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19 citations in Web of Science®

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ID Code: 19321
Item Type: Journal Article
Refereed: Yes
DOI: 10.1300/J010v38n04_03
ISSN: 0098-1389
Deposited On: 31 Mar 2009 04:13
Last Modified: 10 Aug 2011 15:44

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