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Measuring clients' satisfaction with self-help agencies.

S P Segal1, D Redman, C Silverman

  • 1Mental Health, University of California, Berkeley 94720-7400, USA. spsegal@uclink2.berkeley.edu

Psychiatric Services (Washington, D.C.)
|September 6, 2000
PubMed
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A new scale, the Self-Help Agency Satisfaction Scale (SHASS), effectively measures client satisfaction with services and involvement in mental health treatment decisions. This tool aids in understanding client experiences in self-help settings.

Area of Science:

  • Mental Health Services Research
  • Psychometric Instrument Development
  • Client-Centered Care

Background:

  • Client satisfaction is a critical indicator of mental health service quality.
  • Existing satisfaction measures often neglect the crucial aspect of client involvement in treatment decisions.
  • Client-operated self-help agencies require tailored tools to assess satisfaction.

Purpose of the Study:

  • To develop and validate a scale measuring client satisfaction with both services and involvement in treatment decisions.
  • To introduce the Self-Help Agency Satisfaction Scale (SHASS) for use in mental health self-help settings.

Main Methods:

  • The Self-Help Agency Satisfaction Scale (SHASS) was developed using input from mental health consumers.
  • The SHASS was administered to long-term users of four client-operated mental health self-help agencies (N=310 at baseline, N=248 at six months).

Related Experiment Videos

  • Psychometric properties including internal consistency, stability, and discriminant validity were evaluated, alongside associations with social functioning, symptom severity, and empowerment.

    • Main Results:

    • Factor analysis confirmed two SHASS subscales: service satisfaction and satisfaction with involvement in treatment decisions.
    • The SHASS demonstrated high internal consistency, moderate stability, and discriminant validity.
    • SHASS subscales showed modest associations with assisted and independent social functioning outcomes.

    Conclusions:

    • The Self-Help Agency Satisfaction Scale (SHASS) is a brief, valid instrument for assessing client satisfaction in mental health self-help agencies.
    • The SHASS specifically captures satisfaction related to client involvement in treatment decisions.
    • This scale can enhance the evaluation of mental health self-help services.