A satisfaction with mental health care scale

The role and use of consumer satisfaction surveys in mental health services

“…A single general satisfaction factor was found by Huxley & M ohamad (1992) to explain up to two-thirds of the variance in day centres and out-patient settings. Love et al (1979) identified seven factors w hereas others have identified four (Damkot et al, 1983;Essex et al, 1981;Slater et al, 1982;Stallard, 1996) and although a num ber of the specific factors were different, all included a general satisfaction factor. Finally, Elbeck & Fecteau (1990), using a focus group to generate attributes of ideal care, identified two key factors.…”

“…A definition of satisfaction has been proposed by Lebow (1982), who suggests that satisfaction is `the extent to which treatment gratifies the wants, wishes, and desires of clients' (Lebow, 1982) Satisfaction is predom inantly a derived concept that is likely to be subject to varying definitions both between and within people over time (Carr-H ill, 1992) Attempts have been m ade to identify the specific com ponents of satisfaction, with som e suggesting that it is prim arily uni-dimensional (Larsen et al, 1979;Huxley & M ohamad, 1991) although the majority propose a m ulti-dimensional m odel identifying a range of differing factors which typically include a general satisfaction factor ( Damkot et al, 1983: Essex et al,1981Love et al, 1979;HPAU, 1989;Slater et al, 1982;Stallard, 1996) Larsen et al(1979 identified nine possible determinants of satisfaction with com m unity m ental health services. These included the physical surroundings, support staff, type of service provided, treatment staff, quality of service, amount of service, general satisfaction, and procedures.…”

“…Consum er satisfaction is an important indicator of outcome and is useful way of assessing services, particularly w here therapeutic change is harder to identify and quantify (Fitzpatrick, 1991a;Stallard, 1994) Satisfaction has been found to be related to client ratings of general improvement and com pliance with treatment as determined by both attendance at appointments and mutually agreed treatment endings (Bender & Pilling, 1985;Hansson, 1989;Slater et al, 1982;Stallard, 1995) Quality assurance and service improvement…”

Increasing patient satisfaction and compliance: An examination of physician humor orientation, compliance‐gaining strategies, and perceived credibility

“…Fitzpatrick (1991) determined that doctors who were friendly and respectful received higher ratings in both patient satisfaction and technical competence than did their less friendly and yet, technically competent, counterparts. Importantly, patients' satisfaction relates to compliance with the physicians' prescriptions (Beck et al, 1999;Burgoon & Burgoon, 1990;Slater, Linn, & Harris, 1982).…”

Perspective d’usagers suivis en clinique externe d’établissements de première, deuxième et troisième lignes

“…Le questionnaire multidimensionnel de satisfaction QOSE a été développé à l'Hôpital Douglas à la fin des années 1980 à partir d'items portant sur différents aspects de la satisfaction des usagers, déjà établis dans la littérature (Tanner, 1982 ;Love et al, 1979 ;Slater et al, 1982 ;Essex et al, 1981), et sur des concepts pouvant être reliés à la satisfaction des services en santé mentale (alliance et relation thérapeutique). À la suite des consultations menées auprès des intervenants, des items traitant des explications offertes sur le traitement et les services avaient aussi été formulés et incorporés au questionnaire (voir Perreault et al, 1990 pour l'étude de validation de ce questionnaire).…”