The New Rehabilitation Market Basket and Consumer Satisfaction in the VR Process

1
The New Rehabilitation Market Basket and Consumer
Satisfaction in the VR Process

• InfoUse
• Susan Stoddard
• Stuart Hanson

2
Resources

• Website http//www.infouse.com/choice/
• Documents
• An Evaluation of the Choice Demonstration
  Projects Executive Summary.
• An Evaluation of the Choice Demonstration
  Projects Final Report.
• Promising Practices in the Choice Demonstration
  Projects An Operations Manual.

3
Choice and Satisfaction in the VR Process

• Stuart Hanson
• InfoUse
• 2560 Ninth StreetBerkeley, CA 94710(510)
  549-6520
• Rehabilitation Services Administration U.S.
  Department of EducationContract Number
  HR95034001

4
The VR Process

• Selecting the Rehabilitation Team
• Vocational Planning
• Selecting Goods, Services, Providers
• Placement

5
Telephone Survey

• Random Sample
• N 324 Response Rate 56
• Weighted
• Measures
• Decision Making
• Degree of Choice
• Satisfaction

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Measures

• Decision Making
• Who Made Key Decisions
• Participant
• Project staff
• Participant and project staff
• Someone else
• Does not remember

7
Measures

• Degree of Participant Choice
• How much choice the participant had in choosing
• 1) project staff to work with
• 2) a vocational goal
• 3) goods, services, and providers
• 4) job placement
• Responses no choice, not too much choice, a
  lot of choice, total choice, does not apply

8
Measures

• Participant Satisfaction
• How satisfied were you with
• 1) program access
• 2) technical quality
• 3) project staff communications/interactions
• 4) employment outcomes.
• Responses very dissatisfied, somewhat
  dissatisfied, indifferent, somewhat
  satisfied, and very satisfied.

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Selecting Rehabilitation Team

• Decision Making
• 7 out of 10 reported participant or participant
  and staff determined who would help
• Degree of Choice
• About half reported total or a lot of choice in
  selecting project staff
• 3 out of 5 reported total or a lot of choice in
  selecting other team members
• 3 out of 5 reported total or a lot of choice in
  changing people on the team
• Satisfaction
• A little less than 9 out of 10 participants were
  satisfied or very satisfied with project staff

10
Vocational Planning

• Decision Making
• 9 out of 10 reported participant or participant
  and staff determined who decided participants
  vocational goal. Why?
• Half of all Choice participants reported that
  they were solely responsible for choosing their
  vocational goal.

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Vocational Planning - Continued

• Degree of Choice
• 3 out of 4 participants reported total or a lot
  of choice in selecting the vocational goal.
• Satisfaction
• 8 out of 10 participants were satisfied or very
  satisfied with their involvement in choosing
  vocational goal.

12
Goods, Services and Providers

• Decision-Making
• 4 out of 5 reported participant or participant
  and staff determined what goods and services
  would be purchased.
• Degree of Choice
• About 2 out of 3 participants reported total or
  a lot of choice in selecting goods and services.
• About 3 out of 5 participants reported total or
  a lot of choice in selecting a service provider.

13
Goods, Services, and Providers - Continued

• Satisfaction
• 4 out of 5 participants reported that they were
  satisfied or very satisfied with purchased
  services.
• Almost 9 out of 10 reported that they were
  satisfied or very satisfied with purchased goods
  and services.

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Placement

• Decision-Making
• 9 out of 10 reported participant or participant
  and staff decided what job participant would get.
  1 out of 2 reported participant alone decided
  what job participant would get.
• About half of Choice participants reported that
  they alone, chose what job they would get.
• Degree of Choice
• Almost 4 out of 5 participants reported total or
  a lot of choice in selecting a job placement.

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Overall Choice and Satisfaction

• Degree of Choice
• More than 7 out of 10 participants reported total
  or a lot of choice.
• Satisfaction
• 4 out of 5 participants would recommend the
  Choice Project to a friend.
• About half reported that they have recommended
  the Choice Project to a friend.
• More than 1 out of 3 indicated that the Choice
  Project exceeded expectations.
• Another 1 out of 3 indicated that the Choice
  Project lived up to expectations.

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Conclusions

• Decision-Making
• Choice projects were most successful in creating
  choice in the vocational planning stage.
• Most decisions were reached collaboratively.
• Degree of Choice
• Perceived participation in choosing vocational
  goals did not always correspond to a high degree
  of perceived choice. Thus perceived involvement
  is distinct from perceived influence.
• Perceived choice in selecting goods and services
  may reflect availability of providers as well as
  program emphasis.
• Satisfaction
• Participants reported greater satisfaction during
  those stages of the rehabilitation process that
  projects emphasized.