Development and testing of a scale measuring parent satisfaction with staff interactions

Abstract

This study tested the psychometric properties of the Parent Satisfaction Scale (PSS), a new scale measuring parents' satisfaction with their child's mental health services, primarily focusing on staff's interpersonal interactions. Data were collected by postal surveys 5 to 10 months after a child's admission to 1 of 5 mental health treatment programs. Completed surveys were received from parents of 120 of a potential 232 children (52% response rate). Internal consistency reliability of the PSS was strong (alpha = .96). Construct validity was supported by significant relationships between the PSS and constructs considered to be antecedent variables influencing parent satisfaction, including met expectations (r = 0.62, P < .001), met desires (r = 0.32, P < .001), and met needs (r = 0.55, P < .001). Convergent validity was supported, with the PSS having Pearson correlations of .86 (P < .001) with the Client Satisfaction Questionnaire-8 and .76 (P < .001) with parents' ratings of satisfaction with specific services received.

Satisfaction measurement instruments for healthcare service users: a systematic review

“…When it comes to user satisfaction, it has already been shown that the essential aspects are: patient-professional interactions, physical environment and internal management processes 17,18,22,23 . However, services with some different characteristics (home care, out-of-hours, psychiatric and pediatric services, and more multidisciplinary complex services) usually utilized other specific elements, such as phone contact or clear information to the caregiver 18,24,25,26 .…”

“…Only three studies showed a unidimensional structure for the tested instrument 22,32,48 . However, there is not a clear pattern of what the essential dimensions (factors) that must be included in a satisfaction measurement are.…”

“…Only five studies 22,23,24,25,26 clearly stated the ownership of the service studied. Service complexity level showed major differences because three studies utilized university hospitals to measure patient satisfaction, 10 used only clinics and another 20 studies measured patient satisfaction in general hospitals (Table 1).…”

“…It was also possible to observe a trend showing that more than one dimension should be used to develop or adapt an instrument ( Table 1). The main dimensions were: patient-healthcare professional interactions, physical environment and internal management process 22,23,32,48 . Only services with some different characteristics (home care, out-of-hours, psychiatric and pediatric services, and more multidisciplinary complex services) usually utilized other specific dimensions 22,23,49 .…”

Involving service users in the recruitment of mental health staff: the Service User Informed Tool for Staff Selection (SUITSS)

“…Each therapeutic community, although formed by disparate individuals, develops a common 'matrix' of relationships and communications as a result of its history and circumstances, and a specific 'culture' 8 that supersedes the individuals and expresses a group view over different issues. This consensus, along with the essential negotiation to reach it, goes beyond aggregates or 'averages' obtained from approaching individual service users who may not adequately represent their community 9 and ensures the representativeness of its findings. This study describes a methodological approach to purposefully processing service users' views in order to develop and pilot a structured tool (Service User Informed Tool for Staff Selection, SUITSS) for gathering the views of the community of service users on NHS staff applicants during the process of recruitment.…”