Barriers and Satisfaction Associated with Personal Assistance Services: Results of Consumer and Personal Assistant Focus Groups

• Published in: OTJR (Thorofare, N.J.) Vol. 25; no. 2; pp. 66 - 74
• Main Authors: Matsuda, Sandra J., Clark, Mary J., Schopp, Laura H., Hagglund, Kristofer J., Mokelke, Emily K.
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.03.2005; SAGE PUBLICATIONS, INC
• Subjects: Bacteria; Consumers; Customer satisfaction; Focus Groups; Health care policy; Identification methods; Independent Living; Injuries; Labor Force; Medicaid; Medical technology; Medicare; People with disabilities; Policies; Qualitative research; Quality of life; Recruitment; School Holding Power; Spinal cord injuries; Studies; Training; Wages & salaries; Working conditions; United States > US; independent living; disability experience; personal assistance
• ISSN: 1539-4492; 1938-2383
• DOI: 10.1177/153944920502500204

The work of personal assistants is crucial to the quality of life, health, and participation of consumers with spinal cord injuries. The purpose of this study was to describe the barriers and satisfaction experienced by consumers and personal assistants. Transcripts were taken from five focus groups conducted with 24 consumers with spinal cord injuries and 15 personal assistants. Results revealed that both groups experienced problems with the consumer and personal assistant relationship, inadequate reimbursement, and restrictive policies. Satisfaction was experienced when a positive working relationship existed for both groups. Assistants derived satisfaction from the altruistic nature of their work. Future research is needed to identify the most effective methods for personal assistant recruitment, training, and retention. Specific methods to be tested include increasing personal assistant reimbursement, providing training programs for both consumers and assistants, and increasing the flexibility of personal assistance services policies.