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.

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Available from: C. Clifford Attkisson, Dec 10, 2015
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    • "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. "
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    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
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    • "Individual items are rated on a scale of 1 to 4, with total scores ranging from 8 (low satisfaction) to 32 (high satisfaction). The CSQ possesses high internal consistency (Cox, Brown, Peterson, & Rowe, 1982;Larsen et al., 1979;Roberts & Attkisson, 1983), and excellent concurrent validity (Larsen et al., 1979;Nguyen, Attkisson, & Stegner, 1983). "
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    ABSTRACT: Comprehensive Behavioral Intervention for Tics (CBIT) is an efficacious treatment for children with chronic tic disorders (CTDs). Nevertheless, many families of children with CTDs are unable to access CBIT due to a lack of adequately trained treatment providers, time commitment, and travel distance. This study established the interrater reliability between in-person and Voice over Internet Protocol (VoIP) administrations of the Yale Global Tic Severity Scale (YGTSS), and examined the preliminary efficacy, feasibility, and acceptability of VoIP-delivered CBIT for reducing tics in children with CTDs in an open case series. Across in-person and VoIP administrations of the YGTSS, results showed mean agreement of 91%, 96%, and 95% for motor, phonic, and total tic severity subscales. In the pilot feasibility study, 4 children received 8 weekly sessions of CBIT via VoIP and were assessed at pre- and posttreatment by an independent evaluator. Results showed a 29.44% decrease in clinician-rated tic severity from pre- to postassessment on the YGTSS. Two of the 4 patients were considered treatment responders at posttreatment, using Clinical Global Impressions–Improvement ratings. Therapeutic alliance, parent and child treatment satisfaction, and videoconferencing satisfaction ratings were high. CBIT was considered feasible to implement via VoIP, although further testing is recommended.
    No preview · Article · Oct 2014 · Cognitive and Behavioral Practice
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    • "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. "
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    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.
    Full-text · Article · Oct 2014 · Journal of Obsessive-Compulsive and Related Disorders
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