IMPROVE LONG-TERM CARE WITH NEW CUSTOMER PARTICIPATION METHODS

Providing clear guidance on how to apply new customer satisfaction models to the quality of long-term care, this collection reviews how consumers contribute to, and assist in, the management of their own long-term care. The latest issues and ideas are provided for the following aspects of research and management:

• Development and Planning Strategies
• Consumer Satisfaction Measurement Models
• Consumer Satisfaction and Quality Improvement Models
• Development of Case Management Guidelines

From reviewing the important factors and challenges that influence consumer choice to exploring the approaches required to evaluate needs, preferences, and perspectives, this new and valuable resource is a must-have reference for the improvement of long-term care in both the institutional and community settings.

Contributors
Acknowledgements
Introduction
Part I: Consumer Choice

1. Older Consumers and Decision Making: A Look at Family Caregivers and Care Receivers, Carol J. Whitlatch
2. Choice and the Institutionalized Elderly, Susan C. Reinhard, Sandra Howell White, & Winifred Quinn
3. History of and Lessons from the Cash and Counseling Demonstration and Evaluation, Kevin J. Mahoney & Kristin Simone
4. A Description of Racial/Ethnic Differences Regarding Consumer Directed Community Long-Term Care, Mark Sciegaj
5. Case Managers' Perspectives on Consumer Direction, Suzanne R. Kunkel & Ian M. Nelson
6. Integrating Occupational Health and Safety into the United States' Personal Assistance Services Workforce Research Agenda, Teresa Scherzer, Susan Chapman, & Robert Newcomer
7. Backs to the Future: The Challenge of Individual Long-Term Care Planning, Kathryn B. McGrew

Part II: Consumer Voice

8. Capturing the Voice of Consumers in Long-Term Care: If You Ask Them They Will Tell, Robert A. Applebaum, Gwen C. Uman, & Jane K. Straker
9. Caregiver as Consumer: Perspectives on Quality, Suzanne R. Kunkel, Kathy B. McGrew, Robert A. Applebaum, & Shawn L. Davis
10. The Consumer/Provider Relationship as Care Quality Mediator, Barbara Bowers, Sarah L. Esmond, Sally Norton, & Elizabeth Holloway
11. Resident Satisfaction with Independent Living Facilities in Continuing Care Retirement Communities, Farida K. Ejaz, Dorothy Schur, & Kathleen Fox

Part III: Policy Issues and Moral & Legal Challenges

12. Common or Uncommon Agendas: Consumer Direction in the Aging and Disability Movements, Robyn I. Stone
13. Scrutinizing Familial Care in Consumer-Directed Long-Term Care Programs: Implications for Theory and Research, Chris Wellin
14. Gifts or Poison? The Cultural Context of Using Public Funds to Pay Family Caregivers, Lisa Groger
15. Response to Quality: Differing Definitions, Elias S. Cohen
16. When Consumer Direction Fails: Assigning Legal and Ethical Responsibility in Worst Case Situations, Marshall B. Kapp