There is a need to identify the client's attitudes about services provided by the occupational therapist. A number of studies are presented to provide a background, help to describe relevant factors, and indicate some data collection methods. The studies show that the concept of surveying clients' views is far from simple; in addition, older clients tend to report more favourably and survey results may not be acted upon by service managers. The production of qualitative and quantitative data is encouraged, together with publishing results both locally and nationally. This can enable clients to become more involved in setting standards, monitoring the progress of a service, and raising the professional profile.
Get full access to this article
View all access options for this article.
References
1.
LebowJL. Client satisfaction with mental health treatment: Methodological considerations in assessment. Evaluation Rev1983; 7(6): 729–53.
St LegerASSchniedenHWalsworth-BellJP. Evaluating health services' effectiveness. Buckingham: Open University Press, 1992: 113.
4.
LarsenDLAttkissonCCHargeavesWANguyenTD. Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning1979; 2:197–207.
5.
MarvitRCBeckGD. Toward consumerism in public mental health services: Are consumers being tricked or treated and how shall we know? Unpublished manuscript, Department of Health, State of Hawaii, 1977. Cited in: LarsenDL. Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning1979; 2:197–207.
6.
SmithGCantleyC. Assessing health care: A study in organisational evaluation. Buckingham: Open University Press, 1985.
7.
CarstairsV. Channels of communication. Scottish Health Service Studies No. 11. Edinburgh: Scottish Home and Health Department, 1970: 97.
8.
StockingB. Initiative and inertia: Case studies in the NHS. London: Nuffield Provincial Hospitals Trust, 1985.
9.
HaydenV. An appropriate use of market research for service design or improvement. Health Services Management1988; Aug: 88–90.
10.
RaphaelW. Do we know what the patients think?Int J Nurs Stud1967; 4: 209. Cited in: LockerDDuntD. Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care. Soc Sci Med1978; 12: 283–92.
11.
HurstK. Patients' expectations of and satisfaction with their nursing care. Report no.3, Central Nottinghamshire Health Authority. Nursing Research Section, 1986. Cited in: St LegerASSchniedenHWalsworth-BellJP. Evaluating health services' effectiveness. Buckingham: Open University Press, 1992.
12.
KerruishAWickensITarrantP. Information from patients as a management tool: Empowering managers to improve the quality of care. Hosp Health Services Rev1988; Apr: 64–67.
13.
MooresAThompsonA. An all-consuming view. Health Service J1986; 3 Jul: 892–93.
14.
Hyde-PriceC. Our user's voice – the effect of patient opinion surveys on the management of the Health Service. Report prepared for the National Management Trainee Scheme, 1986. Cited in: KerruishAWickensITarrantP. Information from patients as a management tool: Empowering managers to improve the quality of care. Hosp Health Services Rev1988; Apr: 64–67.
15.
RaphaelW. Patients and their hospitals. London: King's Fund, 1977. Cited in: St LegerASSchniedenHWalsworth-BellJP. Evaluating health services' effectiveness. Buckingham: Open University Press, 1992.
16.
LockerDDuntD. Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care. Soc Sci Med1978; 12: 283–92.
17.
HoustonCPasanenW. Patients' perceptions of hospital care. Hospitals1972; 46: 70. Cited in: LockerDDuntD. Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care. Soc Sci Med1978; 12: 283–92.
18.
LinnLS. Factors associated with patient evaluation of health care. Millbank Memorial Fund Quarterly (Health & Society)1975; 53: 531–48. Cited in: LarsenDLAttkissonCCHargeavesWANguyenTD. Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning1979; 2: 197–207.
19.
LarsenDERootmanI. Physician role performance and patient satisfaction. Soc Sci Med1976; 10: 29–32.
20.
RussellMN. Consumer satisfaction: An investigation of contributing factors. J Soc Serv Res1990; 13(4): 43–55.
21.
EdwardsAL. The social desirability variable in personality and research. New York: Dryden, 1957.
22.
RoethlisbergerFJDicksonWJ. Management and the worker. Cambridge, Mass: Harvard University Press, 1939.
23.
LevoisMTuanDNAttkissonCC. Artifact in client satisfaction assessments; experience in community mental health settings. Evaluation and Program Planning1981; 4:139–50.
KelmanHR. Evaluation of health care quality by consumers. Int J Health Services1976; 6: 431. Cited in: LockerDDuntD. Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care. Soc Sci Med1978; 12: 283–92.
26.
AndrewGH. The practical implications of patient satisfaction research. Health Services Management Res1988; 1(2): 112–19.
27.
TrentH. What the public wants. Health Soc Serv J1981; 5 June: 665–68.
