RT Journal Article SR Electronic T1 Perspectives on quality of care for people who experience disability JF BMJ Quality & Safety JO BMJ Qual Saf FD BMJ Publishing Group Ltd SP 87 OP 95 DO 10.1136/bmjqs.2010.042812 VO 20 IS 1 A1 Joanna K Fadyl A1 Kathryn M McPherson A1 Nicola M Kayes YR 2011 UL http://qualitysafety.bmj.com/content/20/1/87.abstract AB Background and objective Quality of care is considered to be of central importance in healthcare, disability services and rehabilitation. People experiencing disability often access a range of health and social care services; for some, these services are integral parts of daily life. Little research has explored perspectives of disabled people regarding what constitutes good quality care. This qualitative study aimed to explore and synthesise these perspectives to build a better picture of what constitutes good-quality care for disabled people in New Zealand.Design and participants Qualitative focus groups and interviews were conducted with a range of participants including people with physical, sensory and/or intellectual impairment; informal and formal carers; and health and social care professionals. Data analysis used constant comparison methods as described in Strauss and Corbin (1998) to determine the factors of most importance and how they contributed to quality of care in health and social care services from the perspectives of people who use these services.Findings Thirty-one participants took part, representing a range of ages and disabilities. Three main themes identified from data analysis were: (1) technical competence of care service and professionals; (2) a ‘human’ approach to service provision; and (3) context-appropriate response to needs.Conclusions Findings offer a service-user perspective on what makes a difference to quality of care for people experiencing disability. They suggest that to provide context-appropriate care which addresses individual needs, the right mix of technical competence and a ‘human’ approach to care is needed. The mix required for the ‘right’ balance may depend on the type of service.