Predictors of consumer satisfaction in community mental health center services.
Kentucky Department for Behavioral Health Developmental and Intellectual Disabilities conducted a survey to evaluate consumers' satisfaction with services delivered at the Community Mental Health Centers (CMHCs) in Kentucky. The survey was administered at outpatient clinics operated by fourteen CMHCs in 2010. The purpose of this study was to identify factors that predict whether clients will respond that they were "generally satisfied" with services received from CMHCs. A logistic regression model was developed using respondents' characteristics and their responses to survey questions. Survey questions were grouped into seven core domains: general satisfaction, access, quality, participation in treatment planning, outcomes, functioning, and social connectedness. In result, responses to domains of access, quality and participation in treatment planning significantly affected clients' perception of general satisfaction. Respondents who positively assessed those domains of services were more likely to answer that they were generally satisfied with services. Based on the analysis in this report, improvement in certain domains of services, especially access, quality and participation in treatment planning could increase the level of positive responses in general satisfaction.
College of Pharmacy, University of Kentucky, 789 South Limestone Street, Lexington, KY, 40536-0596, USA, minjisohn@uky.edu.
Minji
M
Sohn
Hope
H
Barrett
Jeffery
J
Talbert
D000293:Adolescent; D000328:Adult; D000554:Ambulatory Care Facilities; D001294:Attitude to Health; D003155:Community Mental Health Centers; D003156:Community Mental Health Services; D003258:Consumer Behavior; D005260:Female; D019538:Health Care Surveys; D006297:Health Services Accessibility; D006801:Humans; D007629:Kentucky; D016015:Logistic Models; D008297:Male; D001523:Mental Disorders / Q000628:therapy; D008875:Middle Aged; D010358:Patient Participation; D017060:Patient Satisfaction; D011787:Quality of Health Care; D055815:Young Adult