Qualitative assessment of mental health service satisfaction: strengths and limitations of a self-administered procedure.
A qualitative procedure based on self-administered open-ended questions was assessed in three psychiatric outpatient clinics in Montreal. Acceptability to clients, mode of administration and convergent validity were evaluated. Comparison with findings from personal interviews demonstrates a lower frequency in responses but similar patterns in sources of satisfaction/dissatisfaction. Scores generated by quantification of responses to one of the open-ended questions presented a significant correlation with a standardized questionnaire (OQOS) administered to 242 psychiatric outpatients. Findings suggest that a self-administered procedure based on open-ended questions could be practical and useful for both formative evaluation and monitoring in environments with limited resources.
Perreault
Michel
M
Department of Psychiatry, Douglas Hospital, McGill University, Montréal, Québec, Canada. michel.perreault@douglas.mcgill.ca
Pawliuk
Nicole
N
Veilleux
Renée
R
Rousseau
Michel
M
D019538:Health Care Surveys / Q000379:methods*; D006801:Humans; D008605:Mental Health Services / Q000592:standards*; D017060:Patient Satisfaction; D036301:Qualitative Research; D011792:Quebec; D012647:Self-Assessment; D011795:Surveys and Questionnaires