A clients’ satisfaction survey was undertaken on the population of a psychiatric inpatient facility in a general hospital setting. The responses were analysed statistically and the results showed that the patients were highly satisfied with the services provided. The results are reviewed within the context of the literature available, and the methodological issues involved are discussed. It is felt that existing questionnaires need to be further refined to make them more sensitive to dissatisfaction felt by patients.
References
1.
LoreficeL.S., BorusJ.F., KeefeC.Consumer evaluation of a community mental health service, I: Care delivery patterns.Am J Psychiatry1982; 139: 1331–1334.
CahnC.H., RichmanA.Quality assurance in psychiatry. Position of the Canadian Psychiatric Association.Can J Psychiatry1985; 30.
4.
Bene-KociembaA., CottonP.G., FortgangR.C.Assessing patient satisfaction with state hospital and aftercare services.Am J Psychiatry1982; 139: 660–662.
5.
WeinsteinR.M.Patient attitudes toward mental hospitalization: a review of quantitative research.Journal of Health and Social Behavior1979; 20: 237–258.
6.
KalmanT.P.An overview of patient satisfaction with psychiatric treatment.Hosp Community Psychiatry1983; 34: 48–54.
7.
NguyenT.D., AtkinsonC.C., StegnerB.L.Assessment of patient satisfaction: development and refinement of a service evaluation questionnaire. Chapter of Schmelter et al (eds). Program evaluation and the delivery of health care: practical issues for administrators, managers and evaluators,Springfield, Ill.: Charles C. Thomas, 1983.
8.
LarsenD.L., HargreavesW.A., AtkinsonC.C., NguyenT.D.Client satisfaction questionnaire, Dept. of Psyc., Univ. of Col., San Francisco, 1979.
9.
LockerD., DuntD.Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care.Soc Sci Med1978; 12: 283–292.
10.
SorensenJ., KanterL., MargolisR.The extent nature and utility of evaluating consumer satisfaction in community mental health centres.Am J Community Psychol1979; 7: 327–329.
11.
AttkissonC.C., ZwickR.The client satisfaction questionnaire. Psychometric properties and correlations with service utilization and psychotherapy outcome.Evaluation and Program Planning1982; 5: 233–237.
12.
LeVoisM., NguyenT.D., AtkinsonC.C.Artifact in client satisfaction assessment. Experience in community mental health settings.Evaluation and Program Planning1981; 6: 139–150.
13.
CochranW.G.Sampling techniques.N.Y.: John Wiley & Sons,1977.
