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Guide service quality assessment from the perspective of visually impaired users
ŠTEFLOVÁ, Jana
The bachelor thesis deals with the evaluation of guide service quality from the perspective of users with visual impairment. According to Act No. 108/2006 Coll., on Social Services, as amended, a social service is an activity or a complex of activities that provide assistance and support to people with the aim of integrating them into society or preventing their social exclusion. Matoušek (2003) states that these are short-term or long-term services that can only be used by people with a legitimate claim. The purpose of these services is to improve the quality of life of the user, but also to defend the interests and rights of all citizens of the society. The bachelor thesis is divided into theoretical and practical parts. The theoretical part consists of two chapters. The first chapter contains the terminology and classification of people with visual impairment. There are also possibilities of compensation of visual impairment and at the end of the first chapter the specifics in the mobility of people with visual impairment here are defined. Loss of vision also means mobility restrictions and complications. Restrictions and complications are evident in the overall mobility capacity of each visually impaired individual, especially in the area of spatial orientation and independent motion. Therefore, the elements of spatial orientation and independent motion are described here. The practical part of the thesis contains the goal of the research and a research question. The data was collected through a qualitative survey. These methods were used - semi-structured interviews and document analysis. Observation of the participants was not realized due to an unwillingness to cooperate. Five communication partners voluntarily participated in the research. The aim of the thesis is to evaluate the quality of guide services from the perspective of visually impaired users by qualitative research. In accordance with the defined objective, the following research question was formulated: what factors are essential for visually impaired people in order to perceive guide service as quality service? The following factors emerged from the qualitative analysis: professional competence (guide qualification, guide's attention, mutual respect, communication, empathy, fitness), availability of service at home, flexibility, affordability, security and trust. The bachelor thesis can be used as study material due to the narrow focus on ophthalmopaedia. Furthermore, as a basis for community planning.
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