Can the P-C-P quality framework be used to understand service quality from the perspective of service users and their significant others accessing specialist community teams for people with learning disabilities? A framework analysis

Abstract

There is no research that considers service user perspectives on the quality of Community Teams for People with Learning Disabilities (CTPLDs) from within standard quality assessment frameworks. Two hundred and sixty-seven people with intellectual disabilities and 226 significant others completed an online survey detailing their experiences of six specialist CTPLDs in the North of England. Data were analysed using framework analysis. The data from service users and significant others were coded into the attributes of the Peripheral-Core-Pivotal (P-C-P) framework. Responses emphasised the Core attribute which describes service processes (78.0% of responses from people with intellectual disabilities and 73.8% of responses from significant others) and include aspects of empathy, assurance, reliability, and responsiveness, over Peripheral (service structure) and Pivotal (service outcome) attributes. We discuss the advantages of using a quality framework such as the P-C-P and the important aspects of service quality identified by people with intellectual disabilities and their significant others.