Service quality management in residential and nursing care homes

Reports on research involving eight residential/nursing homes from six different organizations of various sizes. Face‐to‐face interviews were conducted with both the residents and staff in each of the homes. Answers were then matched to see whether the two groups concurred in their opinion about the “good” and “bad”elements of the service. Found that there was a high degree of correlation, since front‐line staff were, in general, acutely aware of their clients’ needs. The parent organization was also assessed and comparisons made to see which type of strategy was best suited to creating a quality service.