Assessing consumer satisfaction in the Massachusetts Behavioral Health Partnership
Department of Psychiatry
Adult; *Consumer Satisfaction; Female; Humans; Male; Massachusetts; Mental Health Services; Total Quality Management; Treatment Outcome
Behavioral Disciplines and Activities | Behavior and Behavior Mechanisms | Health Services Research | Psychiatric and Mental Health | Psychiatry and Psychology
From 1999 to 2003, Consumer Quality Initiatives, Inc. (CQI) conducted peer interviews with 226 inpatient, 433 day treatment, and 822 outpatient clients of programs within the network of the Massachusetts Behavioral Health Partnership. Ninety-two percent of day treatment, 93% of the outpatient clients, and 79% of inpatient clients rated their care as satisfactory. Clients' views of access, appropriateness of services, outcomes of services, what clients liked most, and recommendations are summarized. Predictors of satisfaction (e.g., being treated with respect and dignity) and outcomes are also shown.
DOI of Published Version
Adm Policy Ment Health. 2005 Mar;32(4):373-86. Link to article on publisher's website
Administration and policy in mental health
Delman, Jonathan and Beinecke, Richard H., "Assessing consumer satisfaction in the Massachusetts Behavioral Health Partnership" (2005). Implementation Science and Practice Advances Research Center Publications. 534.