Development and Evaluation of the Consumer Recovery Satisfaction Survey

Abstract

Objective: The purpose of this study was to develop and evaluate a consumer satisfaction instrument for its psychometric properties and utility as part of a mental health rehabilitation service's quality improvement strategy. Methods: The instrument was developed and evaluated qualitatively using the Nominal Group Technique and quantitatively using factor analysis and Structural Equation Modelling. Findings: The study resulted in the development of Consumer Recovery Satisfaction Survey (CRSS), an instrument with strong psychometric properties. Discussion: Satisfaction survey instruments tend to be biased towards identifying what is important to an organization. Consumers, however, have different priorities and this was evidenced through their significant contribution to the development and evaluation of the CRSS. Conclusion: The CRSS is a standardized instrument that can be used with confidence as part of a mental health rehabilitation service's internal quality improvement programme as well as benchmarking against other organizations.