Effects of anonymity and experimenter demand on client satisfaction with mental health services

Soelling, Mark E.; Newell, Terry G.

doi:10.1016/0149-7189(83)90012-5

Cited by 27 publications

(8 citation statements)

References 9 publications

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“…However, the information sought was not evaluative in nature but focused on self‐disclosure. In a study focused on the evaluation of clinical services (Soelling & Newell, ), client satisfaction scores for treatment were significantly lower when anonymous. Comparisons to these studies are problematic, given that the studies are not evaluating the same constructs.…”

Section: Discussionmentioning

confidence: 99%

The Influence of Demand Characteristics and Social Desirability on Clients’ Ratings of the Therapeutic Alliance

et al. 2013

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Section: Discussionmentioning

confidence: 99%

The Influence of Demand Characteristics and Social Desirability on Clients’ Ratings of the Therapeutic Alliance

et al. 2013

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“…In our study, questionnaires were mailed to clients. Assuring respondent anonymity is key for measuring service satisfaction, since lack of anonymity exacerbates ceiling effects (predominance of maximum scores, that cannot improve, despite improvements in service) (Soelling and Newell, 1983). By omitting identification numbers and emphasizing anonymity in the invitation letter, response rates should be maximized and social desirability responding minimized (Lebow, 1982).…”

Section: Interpretation Of Scoresmentioning

confidence: 99%

Development and Psychometric Validation of the Veterinary Service Satisfaction Questionnaire (VSSQ)

Woodcock

Barleggs

2005

Journal of Veterinary Medicine Series A

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In the absence of a widely available, psychometrically tested questionnaire for measuring satisfaction with UK veterinary services, the Veterinary Service Satisfaction Questionnaire (VSSQ) was developed. Items in the first draft were derived from a literature review, guidelines from professional bodies and interviews with pet owners and veterinarians. The questionnaire includes 72 satisfaction items, each with a five-option response format. A total of 183 domestic pet owners from three small animal practices (60% response rate) completed it by mail. Pilot testing and postal completion rates indicate the acceptability and relevance of the VSSQ. Principal components analyses of respondent ratings suggested that the VSSQ can be scored as five scales: general services, staff communication, vet communication, death of pet and vet technical abilities. Six further items are scored separately. Descriptive statistics are provided for individual items and scales. Subgroup differences are explored according to owners' demographic variables. The VSSQ demonstrates preliminary face and content validity, excellent internal consistency reliability in each of the five scales (Cronbach's alpha 0.93-0.97) and good construct validity: those who had recommended the practice to others had significantly higher scores. Scoring guidelines are provided for the VSSQ, which is now ready for use.

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“…They need to complete the forms away from the psychiatric services and they need to be reassured that the data are confidential and anonymous (Hughes & Humphrey, 1990;Soelling & Newell, 1983). The method adopted in this study followed these guidelines.…”

Section: Introductionmentioning

confidence: 99%

Patient satisfaction with intensive care psychiatric services: Can it be assessed?

Wykes¹,

Carroll²

1993

Journal of Mental Health

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The evaluation of the success of any service must include patients' views. However, some clinicians have doubted the value of soliciting the views of psychiatric patients, especially those suffering from severe mental illness. This paper focuses specifically on those patients who were admitted to an intensive care ward. These patients are often the most difficult to engage in services and are often thought to provide a stringent test of making an assessment of patients' satisfaction with a psychiatric service. The patients surveyed here were, in fact, able to provide detailed views on the service they had been offered, as well as providing constructive criticism. This was despite the obviously fragile nature of their mental state. All patients providing this sort of information must be given adequate feedback with an emphasis on what changes can be achieved so that it is not a sterile exercise which may later lose all credibility. 339 J Ment Health Downloaded from informahealthcare.com by University of Otago on 12/26/14 For personal use only. J Ment Health Downloaded from informahealthcare.com by University of Otago on 12/26/14 For personal use only.

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Effects of anonymity and experimenter demand on client satisfaction with mental health services

Cited by 27 publications

References 9 publications

The Influence of Demand Characteristics and Social Desirability on Clients’ Ratings of the Therapeutic Alliance

The Influence of Demand Characteristics and Social Desirability on Clients’ Ratings of the Therapeutic Alliance

Development and Psychometric Validation of the Veterinary Service Satisfaction Questionnaire (VSSQ)

Patient satisfaction with intensive care psychiatric services: Can it be assessed?

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