Perceived outcome of social work intervention: beyond consumer satisfaction

This study identified and measured the predictive value of specific indicators of consumers' overall perception of a hospital-based social work service. A review of the health and social work literature revealed a number of distinct "components" which predict overall satisfaction with the service a patient receives. A questionnaire evaluating client perceptions of each component was developed and administered to 83 randomly selected respondents. The study also gathered information about perceptions of patients/families regarding the reason for social work involvement and the corresponding outcome measured on a goal attainment scale. Findings were positive concerning the value of social work. The results suggest that the "components" of satisfaction that were tested were relevant as they were positively and significantly associated with patients' overall rating of the social work service. Implications for practice are discussed.