A systematic scoping review of parental satisfaction with child protection services. (February 2018)

• Record Type: Journal Article
• Authors: Tilbury, Clare; Ramsay, Sylvia
• Is Part Of: Evaluation and program planning. Volume 66(2018)
• Page Start: 141
• Page End: 146
• Publication Date: 2018-02
• Subjects: Client satisfaction -- Child protection -- Parental satisfaction -- Service evaluation -- Scoping review; Health planning -- Periodicals; Medical care -- Evaluation -- Periodicals; 362.1068
• DOI: 10.1016/j.evalprogplan.2017.10.010
• Languages: English
• ISSNs: 0149-7189

Abstract

Highlights: Parental views are vital to understanding the effectiveness of child protection services. 52 studies were published internationally between 2000 and 2016 on parent satisfaction with child protection services. Qualitative research dominates but 8 quantitative survey tools are identified. Practices that improve service quality by encouraging parental engagement are described. Abstract: Obtaining parent views on child protection services is an essential part of evaluating service quality and effectiveness. It also promotes the principles of listening to parents and involving them in decision-making. The present review analysed published research that investigated parental perspectives on the child protection services they received. It identified 52 studies published between 2000 and 2016 on parent satisfaction. Most used qualitative methods, and eight standardised survey instruments were used in quantitative studies. Factors related to parent satisfaction or dissatisfaction related to the attitudes and skills of workers, the interventions provided, and aspects of the child protection system. The body of research provides guidance for policymakers and practitioners about strategies to measure and improve client satisfaction.