Comparison of Patient and Staff Surveys of Consumer Satisfaction

Polowczyk, Dianne; Brutus, Martin; Orvieto, Alexandra A.; Vidal, Jackie; Cipriani, Donna

doi:10.1176/ps.44.6.589

Cited by 34 publications

(54 citation statements)

References 7 publications

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“…Six hundred and twenty studies were excluded from further analysis, because they reported OD projects with consumer participation in other areas than Health Care. Th e remaining 25 studies consisted of 20 studies on OD projects with consumer participation in various areas of Health Care [15,[18][19][20][21][22][23][24][25][26][27][28][29][30][31][32][33][34][35][36] and fi ve systematic reviews of 135 [16], 131 [17], 38 [37], 5 [38], and 143 [39] studies, re- spectively. Table 1 describes the study characteristics such as number of participants/projects, type of consumer participation, study design, use of a control group, and area of Health Care of these 25 studies.…”

Section: Resultsmentioning

confidence: 99%

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Consumer participation and organizational development in health care: a systematic review

Tempfer

Nowak

2011

Wien Klin Wochenschr

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Section: Resultsmentioning

confidence: 99%

“…[18][19][20]. Two studies reported the outcome as not successful [21,22], one multi-project study yielded mixed results with 'very successful' project assessments in 24 to 41% of projects, depending on outcome category.…”

Section: Study Categoriesmentioning

confidence: 99%

Consumer participation and organizational development in health care: a systematic review

Tempfer

Nowak

2011

Wien Klin Wochenschr

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“…The validity of data collection methods by consumer interviewers compared to staff members within a traditional mental health service was evaluated in three studies, all of which found that clients interviewed by a consumer were more likely to reveal negative responses about satisfaction with services (Clark et al 1999;Polowczyk et al 1993;Uttaro et al 2004).…”

Section: Overall Service Outcomesmentioning

confidence: 99%

Can Consumer-Led Mental Health Services be Equally Effective? An Integrative Review of CLMH Services in High-Income Countries

Doughty

Tse

2010

Community Ment Health J

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This study examined the evidence from controlled studies for the effectiveness of consumer-led mental health services. Following an extensive search of material published in English from 1980, predefined inclusion criteria were systematically applied to research articles that compared a consumer-led mental health service to a traditional mental health service. A total of 29 eligible studies were appraised; all of them were conducted in high-income countries. Overall consumer-led services reported equally positive outcomes for their clients as traditional services, particularly for practical outcomes such as employment or living arrangements, and in reducing hospitalizations and thus the cost of services. Involving consumers in service delivery appears to provide employment opportunities and be beneficial overall for the consumer-staff members and the service. Despite growing evidence of effectiveness, barriers such as underfunding continue to limit the use and evaluation of consumer-led services. Future studies need to adopt more uniform definitions and prioritize the inclusion of recovery oriented outcome measures.

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“…However, "socially desirable responses" could occur in both consumer and service provider evaluations of services. That is, consumer respondents may tend to please professionals by being more positive, and they may feel more supported in criticism with consumer interviewers even when interviewers of both designation are trained to take as neutral a stance as possible (Polowczyk et al, 1993). This vexing issue may not be easily remedied, but researcher awareness of the dilemma is essential for focused and relevant mental health research to advance, as this evidence reveals that surveys without consumer interviewers may be inherently biased.…”

Section: Reasons For Consumers and Carers To Participate In Mental Hementioning

confidence: 99%

Challenging Conventional Practice: Placing Consumers at the Centre of the Research Enterprise

Horsfall

Cleary

Walter

et al. 2007

Issues in Mental Health Nursing

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Without evidence, clinicians may inadvertently be providing treatment that is not necessarily best for some consumers. If consumers, carers, and staff have different views about what type of services are best and which treatments are most effective, it is in all our interests to know more about these differences and find common ground. This article provides an overview of factors that require consideration and action for collaborative research to be successful. Actively involving consumers and carers in mental health research may improve the quality of research and has the potential to enhance clinical outcomes. However, a range of challenges must be overcome, which include insufficient training, extra time requirements, stress and non-representativeness, and the impact on research projects, consumers, and researchers. These factors apply equally to carers and, arguably, staff. With sufficient motivation, commitment, and funds for the requisite time, all of these disadvantages could be overcome or at least minimized.

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Comparison of Patient and Staff Surveys of Consumer Satisfaction

Cited by 34 publications

References 7 publications

Consumer participation and organizational development in health care: a systematic review

Consumer participation and organizational development in health care: a systematic review

Can Consumer-Led Mental Health Services be Equally Effective? An Integrative Review of CLMH Services in High-Income Countries

Challenging Conventional Practice: Placing Consumers at the Centre of the Research Enterprise

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