Commentary on 'How leaders in day service organisations understand service quality' (McEwen, Bigby, Douglas, 2021)*

摘要

What is quality? What does the term mean to different people and how can it best be described within the context of service provision for people with intellectual disabilities? The research conducted by McEwen et al. (2021) has highlighted an important juxtaposition in the approaches taken by six different day services in tackling the issue of monitoring service quality. The authors noted that some services tended toward the “process compliance approach,” which focuses on documentation and measurable outcomes, while others relied on a “service user’s experience of support approach.”