Introduction of a service quality measurement and evaluation framework in a child protection institution with the aim of developing foster parent training

Abstract

THE AIM OF THE PAPER

The results of client satisfaction measurement and evaluation are determining inputs for the enhancement of service quality. In child protection, foster parents appear in a key internal customer role: they use a service in the care system and provide a service themselves. Based on this specific role, we examined the quality of the foster care services they participate in and the possibilities of the development related to their training.

METHODOLOGY

We wished to identify and verify the quality dimensions of the services provided to foster parents by customizing the service quality measurement and evaluation procedure based on the disconfirmation paradigm. In the network of foster parents of the examined child protection institution in five counties, we collected data and analyzed the empirical results on a pilot basis with the involvement of 100 foster parents.

MOST IMPORTANT RESULTS

Based on the results of the analysis, the following dimensions were identified: emotional support, professional assistance, the importance of trainings, the customizability of trainings, the consultancy environment, waiting time and preparedness.To the best of our knowledge, this is the first comprehensive service quality measurement and evaluation carried out in the Hungarian child protection system by examining the expectations and perceptions of foster parents.

RECOMMENDATIONS

Based on the results of the analysis, specific quality improvement proposals related to the organization of trainings for foster parents were formulated in accordance with the PDCA logic. Moreover, we also proposed a new structure of the statement list that can be applied later, thus further developing the applied methodology.