Assessing consumer satisfaction in the Massachusetts Behavioral Health Partnership

UMMS Affiliation

Department of Psychiatry

Publication Date


Document Type



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.

Journal/Book/Conference Title

Administration and policy in mental health


Citation: Adm Policy Ment Health. 2005 Mar;32(4):373-86. Link to article on publisher's website

At the time of publication, Jonathan Delman was not yet affiliated with the University of Massachusetts Medical School.

Related Resources

Link to Article in PubMed