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Quality of Services Study

Principal Investigator:
Jim Schwab, Ph.D.

Duration: 9/1/87 - Ongoing

As part of its quality initiative, the Texas Rehabilitation Commission (TRC) conducts a client satisfaction survey with all clients who have completed their rehabilitation program in the previous year. The telephone survey consists of 21 questions involving issues of access, participation, and satisfaction related to the services and satisfaction with various aspects of their employment.

This project analyzes and reports the results of the survey to the agency. Analyses include a comparison of response profiles for 1995, 1996, and 1997; an analysis of consumer satisfaction by closure status; a comparison of survey sample and TRC closure population; the dimensions of consumer satisfaction; and a summary of open-ended comment data. In general, the results indicate that most TRC clients are satisfied or very satisfied with all aspects of their services. Regarding employment, TRC clients report higher levels of satisfaction, exceeding levels of satisfaction reported by the general population in several Gallup polls.

Sponsor:
Texas Rehabilitation Commission

Keywords: organizations