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A client satisfaction survey as one element in evaluation

B Justice, G McBee

    Community Mental Health Journal
    |January 1, 1978
    PubMed
    Summary
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    Clients reported overall satisfaction with mental health and mental retardation services. However, dissatisfaction was highest regarding agency operating hours, prompting further analysis of client rating tendencies.

    Area of Science:

    • Mental Health Services Research
    • Client Satisfaction Studies
    • Healthcare Administration

    Background:

    • Evaluating large mental health and mental retardation authorities is crucial for service improvement.
    • Understanding client perspectives is key to assessing healthcare service quality.
    • Previous investigations provide a benchmark for current client satisfaction findings.

    Purpose of the Study:

    • To evaluate a large mental health and mental retardation authority.
    • To assess overall client and former client satisfaction with services.
    • To identify specific areas of dissatisfaction and explore reasons for favorable ratings.

    Main Methods:

    • Conducting surveys with current and former clients.
    • Performing interviews with current and former clients.

    Related Experiment Videos

  • Comparing findings with similar investigations on client satisfaction.

    • Main Results:

    • Clients and former clients reported high overall satisfaction with services.
    • The most significant dissatisfaction was related to the agency's operating hours.
    • Analysis explored factors contributing to clients' positive service ratings.

    Conclusions:

    • The agency generally provides satisfactory services from the client's perspective.
    • Operating hours represent a key area for potential service enhancement.
    • Understanding the drivers of client satisfaction is essential for service delivery.