Het meten van cliënttevredenheid in de jeugdzorg

This study focuses on the assessment of client satisfaction in youth care through the C-test questionnaire. This examines factorial validity and reliability of client satisfaction and determines the degree to which this can be explained by characteristics of youth care facilities and of the client. The sample consisted of 177 clients from 27 youth care facility units. Using confirmatory factor analysis, we found four reliable factors (professionalism, contact and attitude, goal attainment, and information and progress) loading on a higher order single factor indicating general satisfaction. High correlations among the four factors indicated that the C-test dimensions lack specificity. Multilevel analysis revealed that 13% of the variance in client satisfaction about professionalism was accounted for by characteristics of youth care facilities. Parents were less satisfied about the professionalism of care workers when the treatment was delivered by residential youth care facilities for adolescents.