Methods for overcoming methodological problems in the measurement of client satisfaction in a clinical psychology practice

Author(s): Leathem, J. M.

Journal/Book: J Clin Psychol Med Settings. 1996; 3: 233 Spring St, New York, NY 10013. Plenum Publ Corp. 273-288.

Abstract: This study surveyed client satisfaction with an outpatient service in clinical psychology at a university-based clinic in New Zealand. In an effort to collect honest opinions rather than ''grateful testimonials'' from clients, special consideration was given to the methodology used. In the absence of guidelines on how to analyze client satisfaction data, a variety of techniques was developed. These methods and analyses are reviewed and recommendations made with regard to future use.

Note: Article JM Leathem, Massey Univ, Dept Psychol, POB 11-222, Palmerston North, New Zealand

Keyword(s): client satisfaction; outcome measurement; program evaluation; clinical health psychology; MENTAL-HEALTH TREATMENT; CONSUMER SATISFACTION; SERVICES

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