Satisfaction ratings: meaningful or meaningless?
The measurement of consumer satisfaction with behavioral healthcare services in increasing with market and regulatory requirements. Some organizations refer to the results of their measures as "outcomes." Some confusion and debate has consequently arisen as to the meaning of consumer satisfaction and its relationship to other types of outcomes. In this article, Lunnen and Ogles refer to existing research to clarify these meanings and relationships.
Lunnen
K M
KM
Ohio University, USA.
Ogles
B M
BM
D003258:Consumer Behavior; D006801:Humans; D008605:Mental Health Services / Q000592:standards*; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D014481:United States