Assessing clients’ satisfaction with psychological services: Development of a multidimensional Client Satisfaction Survey Questionnaire

Author:

Popovic Miodrag,Milne Derek,Barrett Paul

Abstract

The aim of this project was to develop a client satisfaction questionnaire that would enable users’ views to be incorporated in service evaluation.Client satisfaction surveys and other quality assurance methods are described and discussed and some related issues are outlined. The development, piloting and use of a new and multi-dimensional client satisfaction survey questionnaire with clients of the specific adult mental health (AMH) service are presented, analysed and discussed.The study utilised a number of experts (colleagues, client-volunteers, supervisors, administrative manager, Community Health Council) in order to investigate face and content validity of the new scale. To investigate test-retest reliability, the questionnaire was administered twice within two weeks to the same clients (N1=61, N2=45).Results indicate that the new client satisfaction questionnaire (CSSQ-C) is a valid instrument with good psychometric properties (internal and test-retest reliability).

Publisher

British Psychological Society

Subject

Psychiatry and Mental health,Applied Psychology,Clinical Psychology

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