Perception and satisfaction of Day Centre users: contributions to the analysis of its importance and functioning from the user's point of view

Abstract

This descriptive study used a quantitative methodology to analyse the perception and satisfaction of users of Day Centres (DC) in relation to the services provided, namely: the programmes and services developed; the provision of services; the quality of care staff; the relationships established between those involved (users and staff) and the environmental organisation of the DC. Thirty-nine elderly people from five rural DCs in central Portugal participated in the study. Data were collected using a socio-demographic characterisation questionnaire and the CD assessment protocol for the elderly (PACD-II, adapted by Teixeira, Martin and Almeida, 2012, original version: Teixeira and Martin, 2008). The majority of the sample were women, aged 80-89 years, widowed, with little or no schooling, with a previous occupation related to agricultural or similar activities, living with their child(ren) and receiving a retirement pension. We conclude that the high level of use of the centre by older people demonstrates a real need or satisfaction in using the service, and that their entry into the CD is often due to difficulties related to dependency and/or health and problems of loneliness. In terms of social valuation, it can be concluded that the relationship that the user establishes with the staff is relevant to them. In terms of environmental valuation, the majority value the CD as an attractive and pleasant place, both structurally and environmentally. In general, and in line with the literature (Moriah et al., 2017), the users of the study expressed satisfaction with the CD, specifically with the services provided in the areas of health, rehabilitation, socio-cultural animation, counselling and basic services. It was also found that a large number of users were able to identify basic and entertainment services as well as health services (mainly preventive). When it comes to identifying the counselling and rehabilitation services offered, these are either non-existent or residual. According to the authors Conrad, Hanrahan and Hughes (1990), it is plausible that the variety of centres can be classified on the basis of the commonalities observed between them, so that specialisation allows for more efficient and productive treatment of the user (Conrad et al., 1993). It is considered essential that users participate in the decision on the specialisation and suitability of the day centre to their needs and wishes, without falling into an exaggerated specialisation that could be detrimental to one of its functions, the social function.