| Abstract: | Within the field of intellectual disability, progressive policy thinking in Wales has led to an emphasis on the tailoring of services to individual needs and wants of service users, especially through individual planning processes and the creation of service packages. Using an adapted structure‐process‐outcome evaluation model, research is reported about how informal supporters appraise service quality. Based on a survey of 752 families, the first phase of the research reported here has been concerned with charting relationships between personal characteristics of users, service process factors and appraisals by informal supporters of service quality. The findings suggest the importance of key service process factors to an understanding of dimensions of service quality. |
