Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire

University of California, San FranciscoUSA
Evaluation and Program Planning (Impact Factor: 0.9). 02/1983; 6(3-4):299-313. DOI: 10.1016/0149-7189(83)90010-1
Source: PubMed


A series of seven studies was conducted by the authors and their colleagues to produce an efficient measure of service satisfaction that can easily be related to symptom level, demographic characteristics, and type and extent of service utilization. The resulting measure, the Service Evaluation Questionnaire (SEQ) is a brief, global index that has excellent internal consistency and solid psychometric properties. Data from an extensive SEQ field study can be used as a comparison base for future applications of the two SEQ component scales, the CSQ-8 and the SCL-10. A new hypothesis has emerged from this series of studies that will guide future research: Service recipients may find if difficult to formally express dissatisfaction in the face of significant caring--however ineffectual--when the technical capacity to offer definitive treatment is not yet fully developed and when criteria for evaluating the efficacy of treatment are not yet crystal clear.

40 Reads
  • Source
    • "This is largely because of the challenge in defining what truly 'satisfaction' is and determining the appropriate measurement instrument to use. Therefore, comparing the different consumer satisfaction scale scores is quite a difficult task as there is clear lack of standardization in the instruments used and the scoring scales adopted by the various researchers in this space (Nguyen et al., 1983). Many of the researches conducted on consumer satisfaction in the medical care space in the past has been largely quantitative. "
    [Show abstract] [Hide abstract]
    ABSTRACT: Patient satisfaction is a topic that is important both to medical (health) care providers, the patients (consumers) themselves and other third-party stakeholders in the medical care industry. For health care providers ensuring that consumes are satisfied is a continuous effort. It is therefore critical to them that the true state of consumer satisfaction is known. To achieve this, the health care providers embark on research to feel the pulses of the consumers and discover ways of serving them better. However, deciding the right instrument and methodology to effectively measure the satisfaction level of consumers is a major challenge for health care providers/researchers. This paper attempts to explain what constitutes satisfaction in the perspective of the consumers and the method(s) that can be adopted by healthcare providers/researchers to unveil factors that are responsible for consumer satisfaction. Introduction There is increasing pressure on medical care organizations to improve on the quality and focus of their service delivery to meet increasing consumer demands (Drain, 2001). Medical care organizations therefore embark on research projects to discover new and better ways of keeping abreast with changing consumer demands and how best to adequately satisfy these demands. In fact there are several reasons why a medical care organization may conduct consumer satisfaction research (Lin & Kelly, 1995). It could be as a result of self-desire and a key strategy to improve on its processes (Gill & White, 2009). This can either be motivated by a quest to improve on the processes thereby reducing cost or a quest to improve customer satisfaction and thereby retaining old customers while attracting new ones (Nelson et al. 1992; Powers & Bendall-Lyon, 2003). For any of the above reasons the organization has the underlying objective of remaining
  • Source
    • "Each item is scored from 1 (very low satisfaction) to 4 (very high satisfaction), total score ranges from 8 to 32 with higher scores indicating higher degree of satisfaction. The CSQ-8 has sound psychometric properties (Larsen et al., 1979; Nguyen, Attkisson, & Stegner, 1983). All outcome measures were part of the standard quality control instruments of the health services offered at the outpatient OCD clinic at Haukeland University Hospital. "
    [Show abstract] [Hide abstract]
    ABSTRACT: The aims of the present study were to evaluate the acceptability and long term gains of a highly concentrated exposure and response prevention (ERP) for obsessive compulsive disorder (OCD). Treatment was individually tailored and delivered in a group format over four consecutive days in an outpatient OCD treatment unit, part of the ordinary specialist health care. A total of 35 patients accepted the offer of treatment; 23 of the patients were classified with “severe” to “extreme” OCD, and 74% of the sample had previously received treatment for their OCD (20% of these with ERP). The results showed that more than 90% of the patients expressed a high degree of satisfaction with the concentrated ERP. At six months follow-up 27 (77%) were classified as recovered and a significant improvement was seen in depressive symptoms as well. The majority of the sample also showed improvement with regard to employment status 12 months after treatment. The results indicate that this highly concentrated treatment may be a feasible format of delivering ERP.
    Journal of Obsessive-Compulsive and Related Disorders 10/2014; 3(4). DOI:10.1016/j.jocrd.2014.08.002 · 1.18 Impact Factor
  • Source
    • "A nine-item client satisfaction survey was created to evaluate caregivers' satisfaction with the services they received (included as an Appendix). This scale was developed by adapting items from well-validated questionnaires , such as the Client Satisfaction Questionnaire (Nguyen et al. 1983), to be specific to parent training interventions. Items such as My therapist helped me identify my strengths as a parent and My therapist respected me were rated on a Likert scale ranging from 1 (strongly disagree ) to 5 (strongly agree). "
    [Show abstract] [Hide abstract]
    ABSTRACT: This study reports the results of a pragmatic effectiveness–implementation hybrid trial of the Family Check-Up (FCU) conducted in 3 community mental health agencies with 40 participating therapists. Seventy-one families with children between 5 and 17 years of age participated. Intervention fidelity and level of adoption were acceptable; families reported high service satisfaction; and therapists reported high acceptability. Families in the FCU condition experienced significantly reduced youth conduct problems in comparison to usual care and completion of the FCU resulted in larger effects. This study provides promising evidence that implementing the FCU in community mental health agencies has the potential to improve youth behavior outcomes.
    Administration and Policy in Mental Health and Mental Health Services Research 05/2014; DOI:10.1007/s10488-014-0566-0 · 3.44 Impact Factor
Show more