Abstract
Objective: This study presents the psychometric properties of the Charleston Psychiatric Outpatient Satisfaction Scale—Hebrew Version adapted for use in Israel. Methods: Two subversions were constructed: one for adult clients—Mental Health Client Satisfaction Scale—Hebrew (MHCSS-H) and one for parents (or other caregivers) accompanying children with mental health problems—Mental Health Parent Satisfaction Scale—Hebrew (MHPSS-H). The scales were administered to representative samples of 453 adult outpatients with severe mental disorders and 255 parents, respectively. Results: Internal consistency was excellent for both scales (Cronbach’s alpha coefficients 0.94 and 0.88, respectively). For both subvertsions, there were moderate to strong correlations between satisfaction with five service domains (Availability/Accessibility, Quality of care, Explanation/ Participation, Staff’s attitude, and Facilities conditions) and anchor items “Overall quality of the care provided” and “Would you recommend this clinic to a friend or relative should they need treatment?”) scores. Clients with more time in treatment were more satisfied with all the service domains, except for the staff's attitude domain. Conclusions: The results suggest that both Hebrew subversions are appropriate for routine satisfaction surveys in mental health outpatient settings and for research purposes in Israel.
Highlights
Assessing clients’ satisfaction with services is an important component of quality assurance procedures in the health field
This study presents the psychometric properties of the Charleston Psychiatric Outpatient Satisfaction Scale—Hebrew Version adapted for use in Israel
Preliminary convergent validity of the Mental Health Client Satisfaction Scale-Hebrew (MHCSS-H) was supported by the finding that scores for all items were significantly correlated with the scores for the two anchor items (r = 0.32 to 0.79 for anchor item 9, “satisfaction with overall quality of care”, and r = 0.32 to 0.74 for anchor item 16, “likelihood of recommending the clinic to others in need”)
Summary
Assessing clients’ satisfaction with services is an important component of quality assurance procedures in the health field. The main concern is the clients’ ability to provide unbiased and reliable views of the services, as well as the phenomenon of “hallo effect”, i.e. the tendency to give very high counterintuitive ratings with little variability [5,6] These doubts about the validity of self-administered satisfaction questionnaires were seriously considered while setting out to develop quality assurance procedures for the Israeli mental health outpatient service system. It was thought that offering providers, in the Israeli mental health outpatient service system, with face-valid satisfaction scales would be a timely organizational step This step would agree with prevailing views about the need to empower clients and to increase their participation in the feedback loop of quality assurance processes [11].
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