Navigating Social Services from the Perspective of Finnish Older Adults with Complex Needs: An Examination of Different Dimensions of Access

This study aims to increase understanding of accessing social services for older adults with complex needs. Individual interviews (18) with older clients of gerontological social work and diaconal social work in Finland were analyzed using abductive content analysis. The conceptual framework of access to services, consisting of five interrelated dimensions by Penchansky and Thomas (Citation1981) and the sixth dimension, awareness, by Saurman (Citation2016), was used as a basis for analysis and reporting of results. The findings showed that accessing services was affected by all six dimensions and factors related to both the service system and the clients. The main results showed that available services did not always meet the needs of older adults (Availability), or they did not have enough information about the services (Awareness). Attitudes toward both the service system and older adults affected their experiences (Acceptability), as well as the perceived approachability of the services (Accommodation). In addition, mobility of services and physical abilities of clients (Accessibility), together with the perceived worth of services in relation to their cost (Affordability), influenced older adults' access to services. Overall, this study emphasizes the significance of considering different aspects of access in service design and policies for services for older adults.