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USER SATISFACTION SURVEY - CONSUMER EVALUATION OF AN INNER CITY COMMUNITY MENTAL HEALTH CENTER

NCJ Number
56065
Journal
Evaluation and The Health Professions Volume: 1 Issue: 5 Dated: (MARCH 1979) Pages: 42-54
Author(s)
R E LOVE; C D CAID; A DAVIS
Date Published
1979
Length
13 pages
Annotation
A USER SATISFACTION SURVEY IS OFFERED AS A MODEL OF THE TYPE OF INSTRUMENT THAT CAN BE USED TO INTRODUCE CONSUMER ACCOUNTABILITY INTO COMMUNITY-BASED TREATMENT PROGRAMS. THE DEVELOPMENT OF THE SURVEY IS EXPLAINED.
Abstract
THE SURVEY QUESTIONNAIRE INCLUDES BOTH SHORT ANSWER QUESTIONS AND OPEN ENDED QUESTIONS. ORIGINALLY THE 30-ITEM SURVEY WAS DEVELOPED TO MEASURE CONSUMER SATISFACTION WITH A COMMUNITY MENTAL HEALTH CENTER IN WASHINGTON, D.C. ACTUAL ADMINISTRATION OF THE SURVEY REQUIRED APPROXIMATELY 15 TO 20 MINUTES, AND ABOUT 30 PERCENT OF THE RESPONDENTS ASKED FOR HELP. IT IS SUGGESTED THAT THOSE CONDUCTING SUCH A SURVEY IN LOWER-INCOME AREAS BE AWARE OF THIS NEED FOR HELP AND HAVE EITHER VOLUNTEERS OR STAFF NOT INVOLVED WITH TREATMENT AVAILABLE TO ASSIST. THE PROCESS USED TO DEVELOP THE QUESTIONNAIRE IS EXPLAINED. THE QUESTIONNAIRE WAS TO FOCUS ON THE TREATMENT ASPECT OF THE CENTER, AND QUESTIONS ON HOURS OF OPERATION, INTAKE PROCEDURES, AND OTHER PROCEDURAL MATTERS WERE ELIMINATED. THE 114 PERSONS COMPLETING QUESTIONNAIRES AT THE CENTER UNDER STUDY GAVE LARGELY FAVORABLE RESPONSES. HIGHEST RATINGS WERE GIVEN FOR AMOUNT OF HELP PROVIDED, PROMPTNESS OF STAFF, HELPING USERS DEAL EFFECTIVELY WITH THEIR PROBLEMS, SATISFACTION WITH SERVICES PROVIDED, AND RESPECT GIVEN USERS. GREATEST DISSATISFACTION WAS EXPRESSED WITH PHYSICAL APPEARANCE OF THE CENTER AND INSUFFICIENT NUMBER OF STAFF PERSONS. WAYS TO ADAPT THIS SURVEY INSTRUMENT TO THE EVALUATION OF OTHER COMMUNITY FACILITIES ARE DISCUSSED. AN APPENDIX PRESENTS THE QUESTIONNAIRE AND USER RESPONSES FROM THE TEST MENTAL HEALTH CENTER. REFERENCES ARE INCLUDED. (GLR)

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