Citation

Perreault M, Leichner P, Sabourin, Gendreau PJ. Eval. Program Plann. 1993; 16(2): 109-118.

Copyright

(Copyright © 1993, Elsevier Publishing)

DOI

10.1016/0149-7189(93)90022-Z

PMID

unavailable

Abstract

The main objectives of this study are, in the context of outpatient services in psychiatry: (a) to compare quantitative and qualitative satisfaction measures to evaluate if high satisfaction scores generally observed are related to specific characteristics of the quantitative methodologies that are most often used, and (b) to identify service dimensions that are associated with satisfaction from the patients' viewpoint. Personal interviews were conducted with 263 psychiatric outpatients. Open-ended questions were presented and were followed by the assisted administration of two standardized satisfaction scales: the Client Satisfaction Questionnaire (CSQ-8) and the SHARP-V. Comparison of scores derived from the qualitative and quantitative measures showed that expressions of dissatisfaction appeared mainly in open-ended questions. Content analysis also showed that service dimensions most frequently evoked by patients were: (a) physical environment and atmosphere, (b) personnel qualities, and (c) intervention characteristics. Theoretical and methodological implications of these results are discussed.