Measuring Patients' Opinions About Hospitalization Using the Client Satisfaction Scale

Consumer satisfaction with mental health treatment.

“…Moreover, in the published studies, where more careful reporting of return rates is likely, response rates are even lower. Of the studies of consumer satisfaction reviewed for this article, 31 indicated return rates; of these 10 report return rates between 21% and 40%, 8 between 41% and 60%, 7 between 61% and 80%, and 6 between 81% and 100% (Ahmed & Koltuv, 1976;Balch, Ireland, Mc-Williams, & Lewis, 1977;Birnbaum & Suits, 1979;Burgoyne, Wolken, Staples, Kline, & Powers, 1977;Ciarlo & Reihman, 1977;Denner & Halprin, 1974a, 1974bEdwards, Yarvis, Mueller, & Langsley, 1978;Fiester & Fort, 1978;Frank, 1974;Getz, Fujita, & Allen, 1975;Gilligan & Wilderman, 1977;Glenn, 1978;Goyne & Ladoux, 1973;Hart & Bassett, 1975;Heineman & Yudin, 1974;Jansen & Aldrich, 1973;Justice & McBee, 1978;Kissel, 1974;Kline, Adrian, & Spevak, 1974;Koltuv et al, 1978;Landsberg, 1975;Love et al, 1979;Mayer & Rosenblatt, 1974;Noll & Block, 1979;Powell et al, 1971;Preston, Schoenfeld, & Adams, 1975;Reinhart & Cazavelan, 1975;Slem & Cotler, 1973;Snelling & Walker, 1978;Strupp, Fox, & Lessler, 1969;Woodward et al, 1978). High rates of return are virtually limited to captive samples in which responses are likely to be highly reactive (typical phone and mail surveys average 41 % and 46% responding, respectively).…”

“…3 Among the 26 studies that examine satisfaction in outpatient or in mixed community mental health center populations (which are principally outpatient) and that report summary statistics, 3 find satisfaction in 91%-100% of clients, 10 in 81%-90%, 8 in 71%-80%, 4 in 61%-70%, and 1 in 51%-60% (Balch et al, 1977;Birnbaum & Suits, 1979;Burgoyne et al, 1977;Ciarlo & Reihman, 1977;Denner & Halprin, 1974a, 1974bEdwards etal, 1978;Fiester, 1979;Frank etal., 1977;Gilligan & Wilderman, 1977;Goyne & Ladoux, 1973;Hart & Bassett, 1975;Heineman & Yudin, 1974;Justice & McBee, 1978;Kaufmann, Sorenson, & Raeburn, 1979;Kissel, 1974;Kline et al, 1974;Landsberg, 1973Landsberg, , 1975Love et al, 1979;McCoy, Penick, Powell, & Read, 1975;Noll & Block, 1979;Powell et al, 1971;Reinhart & Cazavelan, 1975;Strupp et al, 1969;Woodward et al, 1978). Among the inpatient studies, 2 show satisfaction in 81%-90% of clients, 2 in 71%-80%, and 2 in 61%-70% (Ahmed & Koltuv, 1976;Eder & Kukulski, 1975;Glenn, 1978;Landsberg, 1973;Mayer & Rosenblatt, 1974;Snelling & Walker, 1978). 4 Among crisis units, 1 study found satisfaction in more than 91% of clients, 2 in 71%-80%, and 1 in 61%-70% (Getz et al, 1975;King, 1977;…”

Client and information: a literature review

“…As a rule patients in both in-patient and out-patient care show a fairly high level of general satisfaction with their treatment (Hansson, 1989a,b;Elbeck & Fecteau, 1990). There is less satisfaction when it comes to patient information: patients complain that they do not know enough about the side-eflects of their medication (Glenn, 1978), about mental-health problems, alternative treatments and the design of treatment (Hansson, 1989a,b).…”