The development and construct validation of a consumer satisfaction questionnaire for psychiatric inpatients

A consumer satisfaction scale was developed for psychiatric inpatients. The scale was administered to a state-wide sample of (n = 366) patients discharged from acute psychiatric units throughout Missouri. The scale was factor analyzed and given to another sample of (n = 390) discharges. Three out of five factors that were found in the first sample were replicated in a factor analysis of data from the second sample. Acceptable coefficient alphas were obtained on all three factors, demonstrating internal reliability. The three factors were labeled Treatment Effectiveness, Trust of Staff, and Hospital Environment. Comparable levels of satisfaction with prior studies were found on the first general satisfaction factor of Treatment Effectiveness. Subjects discriminated areas of satisfaction by expressing higher levels of dissatisfaction on the factors of Trust of Staff and Hospital Environment.