Evaluating client perceptions to improve service delivery: Individualized attention to address disabilities

K. Ratnapradipa, T. Abrams, Ma Ctrs Chris J. Read
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Abstract

A nonprofit organization providing outdoor adaptive therapeutic recreational services routinely administered a customer satisfaction survey to participants. This study analyzed the quantitative and qualitative responses to assess how well participant perceptions reflected the organization’s stated mission to enhance “the quality of life for people with disabilities.” Overall, responses supported the mission, reflecting expressions of empowerment and independence through supportive challenges. Individual responses also reflected a positive, people-centered organizational culture. Another recurrent theme was the importance of individualized adaptations in programing and equipment. Participants also identified areas for improvement. Although not required for funding, nonprofit therapeutic recreation organizations can benefit from formal program evaluation processes which incorporate participant feedback.
评估客户感知以改善服务提供:个性化关注解决残疾问题
一个提供户外适应性治疗娱乐服务的非营利组织定期对参与者进行客户满意度调查。这项研究分析了定量和定性的反应,以评估参与者的看法在多大程度上反映了该组织的既定使命,即提高“残疾人的生活质量”。总的来说,回应支持特派团,反映了通过支持性挑战赋予权力和独立的表达。个人的反应也反映了积极的、以人为本的组织文化。另一个反复出现的主题是方案和设备的个性化调整的重要性。参与者还确定了需要改进的领域。虽然不需要资金,但非营利性治疗娱乐组织可以从纳入参与者反馈的正式项目评估过程中受益。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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