Client Experiences With Shelter and Community Care Services in the Netherlands

Abstract

Purpose:

To gain insight into client experiences with shelter or community care services for homeless people, homeless youth, and abused women and identify priority improvement areas.

Methods:

Seven hundred and forty-four clients rated their experiences and 116 clients rated the services’ importance.

Results:

Clients had most positive experiences with the client–worker relationship and least positive experiences with the results of services. Abused women’s service providers scored higher than homeless adults and youth service providers. Day and night shelters scored lowest, followed by crisis shelters, supported housing, and outreaching teams. The results of care have the highest need for quality improvement for homeless adults and youth.

Discussion:

Clients’ experiences with shelter and community care services in the Netherlands are generally positive, with a strong client–worker relationship forming the basis of good quality care. Monitoring outcomes and increasing the focus on results are integrated in recent approaches aimed at improving the quality of shelter care.