The UCSF Client Satisfaction Scales: I. Client Satisfaction Questionnaire-8 and Service Satisfaction Scale-30.

In book: The Use of Psychological Testing for Treatment Planning and Outcome Assessment, Edition: 3rd, Chapter: The UCSF Client Satisfaction Scales: I. Client Satisfaction Questionnaire-8 and Service Satisfaction Scale-30, Publisher: New Jersey: Lawrence Erlbaum Associates, Editors: M. Maruish


describes two consumer satisfaction scales [the Client Satisfaction Questionnaire-8 (CSQ-8) and the Service Satisfaction Scale-30 (SSS)] that have found increasing use in both primary care medical and mental health treatment settings / the SSS . . . was designed specifically as a multifactorial scale assessing several components of satisfaction with either health or mental health outpatient services

the basic purpose of both scales is to provide efficient, sensitive, and reasonably comprehensive measures of patient or client (consumer) satisfaction with services received / both measures may be considered objective self-report questionnaires / [focuses] on their use for treatment outcome assessment as indices of service system effectiveness from the client's perspective / [considers] some potential applications for treatment planning (PsycINFO Database Record (c) 2012 APA, all rights reserved)

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    ABSTRACT: We are witnessing a remarkable explosion in interest and activity in quantifying outcomes and using these measures to enhance the value of clinical care. Outcomes assessment has become an imperative for clinical practice. This paper first will offer criteria for an ideal system of outcomes assessment. The paper will then review the principal domains of assessment for psychiatric practice and provide examples of instruments available in each domain. We will then describe the use of two instruments, one for clinical outcome and one for interpersonal aspects of patient satisfaction, developed and used at McLean Hospital. The relation between outcomes assessment and outcomes management will then be discussed. Finally, we will discuss the fundamental questions a clinical group or facility might consider in choosing outcomes measurement instruments.
    No preview · Article · Feb 1997 · Psychiatric Quarterly
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    ABSTRACT: Objective: To obtain initial results with regard to the reliability and validity of the Client Satisfaction Inventory (CSI), a 25-item scale for measuring general satisfaction with services among clients of human service agencies. Method: The CSI was administered to 329 clients of 11 agencies in six states. Also administered were three other standardized measures and a brief descriptive questionnaire, results from which were used to assess the discriminant validity of the CSI. Results: Findings indicated that both the full version of the CSI and a 9-item short-form version, the CSI-SF, have good to excellent internal consistency. Item analyses also provided some affirmative evidence with regard to the content validity of both versions, and the presence of hypothesized relationships between client satisfaction scores and those of the other instruments offered indications of good discriminant validity for each version. Conclusion: Accountability demands, including pressures associated with managed care, have created a need in many agencies for brief, accurate, and norm-referenced measures of client satisfaction. Although further research is needed, initial results suggest that the CSI and CSI-SF may be useful tools for meeting this need.
    Preview · Article · Sep 2000 · Research on Social Work Practice
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    ABSTRACT: The VSSS is a multi-dimensional questionnaire developed to address methodological concerns about measurement of satisfaction with services on the part of psychiatric patients. The acceptability, sensitivity, content validity and test-retest reliability of the original version of the VSSS, in Italian, have already been demonstrated [1, 2]. The internal consistency [3] and test-retest reliability [4] of the English translation have been shown to be within acceptable ranges. The content validity of the original 82-item and the 54-item English version has not yet been assessed. The aims of this study were to assess the content validity of the English translation of the VSSS and to compare it with that of the original version in Italian. We used data collected as part of the first wave (T1) of the PRiSM Psychosis Study [5] and repeated the methods used to assess the content validity of the original Italian version of the VSSS [1, 2]. Content elements derived from answers to four open questions were rated independently by CH and HH in terms of their equivalence to VSSS items or dimensions. were compared to those from the content validity study of the Italian version. Results Inter-rater agreement was very high. The largest proportion of the content elements of the answers were rated as equivalent or related to a questionnaire item or a dimension of the VSSS. The dimension 'Professionals' Skills and Behaviour' appears the most significant contributor to satisfaction, as it was most often related to content elements in answers to all four key questions (39.1 %). The second most frequently mentioned dimension was that of 'Types of Intervention' for three out of four open questions, while 'Access' was second most frequent for the fourth. Of the content elements, 17.2 % did not include items or dimensions covered by the VSSS; the three most frequently mentioned were other patients, food and security. The 82-item English version of the VSSS captures sharply most contents relevant to patients' satisfaction. Consideration of contributors to satisfaction so far neglected may refine the conceptualisation of satisfaction.
    No preview · Article · Apr 2003 · Social Psychiatry and Psychiatric Epidemiology
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