The role and use of consumer satisfaction surveys in mental health services
Abstract
The role and use of consumer satisfaction surveys to evaluate mental health services is examined. Although satisfaction would appear a useful way of evaluating outcome and monitoring service quality significant methodological shortfalls severely limit the conclusions of many studies. Issues of reliability and validity are seldom considered, response rates are low, and studies are typically one-off events which render comparisons between or within services extremely difficult. Recommendations for future research are highlighted in order to address these issues.
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Patient satisfaction has increasingly been viewed as an important health care outcome and has been used as a measure of quality of care in different health care settings, including addiction treatment, mental health services, and primary care.
“Patient satisfaction has increasingly been viewed as an important health care outcome and has been used as a measure of quality of care in different health care settings, including addiction treatment,1 mental health services,2 and primary care.34”
From Patient Satisfaction with Primary Care Office-Based Buprenorphine/Naloxone Treatment (2007) · cites this paper as [2]
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- Authors
- STALLARD, P.
- Affiliations
- Royal United Hospital (GB)
- Corresponding author
- STALLARD, PAUL
- ORCID
- STALLARD, PAUL
- Venue
- Journal of Mental Health
- Publisher
- Informa UK Limited
- Published
- 1996-01
- Volume
- 5
- Issue
- 4
- Pages
- 333-348
- ISSN
- 0963-8237 (ISSN-L)
- 1360-0567
- OpenAlex
- W2118993923
- Cited by
- 66
- References
- 79
- Citations by year
- 2024: 1 · 2022: 1 · 2021: 3 · 2017: 1 · 2016: 1 · 2015: 1 · 2014: 1 · 2013: 2
- FWCI
- 5.56
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Mental Health (publishedVersion)
- Topics
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Social Sciences › Psychology › Clinical Psychology › Psychiatric care and mental health services
- Health Sciences › Health Professions › General Health Professions › Mental Health and Patient Involvement
- Keywords
- customer satisfaction survey, mental health services, service evaluation, service quality, outcome measurement, reliability statistics, validity, response rate
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