Client-centred care perceived by clients of two Dutch homecare agencies: A questionnaire survey

Bosman, Rachel; Bours, Gerrie J.J.W.; Engels, Jeanny; de Witte, Luc P.

doi:10.1016/j.ijnurstu.2006.12.002

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Volume 45, Issue 4 , Pages 518-525, April 2008

Client-centred care perceived by clients of two Dutch homecare agencies: A questionnaire survey

Rachel Bosman
- Faculty of Health Sciences, Department of Health Care Studies, Section of Nursing Science, Maastricht University, Maastricht, The Netherlands
Gerrie J.J.W. Bours
- Faculty of Health Sciences, Department of Health Care Studies, Section of Nursing Science, Maastricht University, Maastricht, The Netherlands
- Department of Nursing, Zuyd University, Centre of Expertise Autonomy and Participation, Heerlen, The Netherlands
- Corresponding author. Zuyd University, P.O. Box 550, 6400 AN Heerlen, The Netherlands.
Jeanny Engels
- Institute for Rehabilitation Research (iRv), Client Self-determination and Continuity of Care, Hoensbroek, The Netherlands
Luc P. de Witte
- Faculty of Health Sciences, Department of Health Care Studies, Section of Nursing Science, Maastricht University, Maastricht, The Netherlands
- Department of Nursing, Zuyd University, Centre of Expertise Autonomy and Participation, Heerlen, The Netherlands
- Institute for Rehabilitation Research (iRv), Client Self-determination and Continuity of Care, Hoensbroek, The Netherlands

Received 21 July 2006; received in revised form 12 October 2006; accepted 1 December 2006.

Abstract

Background

Client-centred care is currently one of the prevailing principles in Dutch healthcare policy.

Objective

The purpose of this study was to assess the client-centredness of homecare as evaluated by clients and to explore the relationship between client characteristics and the perceived level of client-centred care.

Design

A cross-sectional design was used.

Setting

Two homecare agencies in the Netherlands.

Participants

We selected a sample of 732 clients receiving personal care or housekeeping assistance from two homecare agencies in the Netherlands. A total of 323 questionnaires were included in the analyses.

Methods

The client centred care questionnaire (CCCQ) was used to evaluate the extent to which care was patient-centred.

Results

The results show that clients were especially positive about the responsiveness of carers to their needs and wishes. Clients thought that carers really listened to them. Clients were relatively negative about opportunities to direct and organise the care themselves, as well as about the timing of care delivery and the lack of continuity of care. Independent sample tests and ANOVA revealed that marital status was the only socio-demographic factor that was statistically significantly related to the perceived level of client-centred care. It was found that married clients evaluated the care as more client-centred than clients who were unmarried, divorced or widowed.

Conclusions

Clients were positive about most aspects of client-centred care. Client-centred care can be further optimised by giving clients more opportunities to direct and organise the care themselves.

Keywords: Client perspective, Client-centred homecare, Health care surveys