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Consumers' Recommendations to Improve Satisfaction With Rehabilitation Services

A Qualitative Study

Virginia Polytechnic Institute and State University, shein{at}ut.edu

Daniel C. Lustig

The University of Memphis

Ayse Uruk

The University of Memphis

Understanding consumers' concerns about vocational rehabilitation services is important because of the current emphasis on empowerment and consumer-directed services. This study focused on participants' responses to an open-ended survey question that asked them what they thought could be done to improve their satisfaction with a vocational rehabilitation program. Participants were employed and unemployed consumers of vocational rehabilitation services. The responses were analyzed using a form of qualitative content analysis. The analysis resulted in the development of four categories: concerns about general counseling skills, concerns about program-specific counseling skills, concerns about treatment outside of counseling sessions, and concerns about education and employment. The implications of the findings for program improvement and counselor training are also discussed.

Rehabilitation Counseling Bulletin, Vol. 49, No. 1, 29-39 (2005)
DOI: 10.1177/00343552050490010401


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