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The development, factor analysis, and revision of a client satisfaction form

D W Essex, J A Fox, J M Groom

    Community Mental Health Journal
    |January 1, 1981
    PubMed
    Summary

    Client satisfaction surveys in community mental health centers can be shortened. A 10-item survey effectively measures satisfaction with services, clinician acceptability, impact, and dignified treatment, improving mental health program evaluation.

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    Area of Science:

    • Mental Health Services Research
    • Psychometric Evaluation
    • Healthcare Program Assessment

    Background:

    • Community Mental Health Centers (CMHCs) utilize client satisfaction surveys for service evaluation.
    • Existing surveys are often lengthy and yield uniformly positive results, indicating potential redundancy.

    Purpose of the Study:

    • To develop a concise and psychometrically sound client satisfaction survey for CMHCs.
    • To identify key dimensions of client satisfaction within mental health services.

    Main Methods:

    • A 33-item survey was administered to 170 terminated clients from three mental health agencies.
    • Factor analysis was employed to identify underlying dimensions of client satisfaction.
    • The survey was reduced to a 10-item instrument based on factor analysis results.

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    Main Results:

    • Factor analysis revealed four key dimensions: Satisfaction with Services, Acceptability of Clinician, Impact of Services, and Dignified Treatment.
    • Demographic variables did not significantly correlate with these satisfaction factors.
    • A revised 10-item survey, representative of the identified factors, was developed.

    Conclusions:

    • The revised 10-item survey offers a more efficient and representative measure of client satisfaction in mental health settings.
    • This condensed instrument can be widely applied across diverse mental health service environments.
    • The findings support a streamlined approach to evaluating client experiences in community mental health care.