The consumer as evaluator: Perceptions and satisfaction level of former clients

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).…”

“…Upon examination of the most general satisfaction item in each survey, the following results emerge. 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).…”

“…Larsen et al ( 1979) found a correlation of -.37 between satisfaction and premature termination. Heineman and Yudin (1974) found that 50% of treatment dropouts reported satisfaction, and Kline et al (1974) found that 59% of dropouts were satisfied. Although in each study the relation is statistically significant, in each there is considerable lack of overlap between reported satisfaction and the rate of premature termination.…”

Evaluation research and the sociopolitical structure: A review

“…Fourth, some evaluation methods may be less threatening than others. One evaluative technique that has become increasingly popular in the mental health setting is the consumer satisfaction survey (e.g., Frank, 1974;Goyne & Ladoux, 1973;Heinemann &Yudin, 1974;Landsburg, 1973;Landsburg & Hammer, 1975;Reinhart & Cazavelan, 1975). These surveys provide information about the client's reactions to the services he receives.…”