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Article   |    
Comparison of Patient and Staff Surveys of Consumer Satisfaction
Dianne Polowczyk; Martin Brutus; Alexandra A. Orvieto; Jackie Vidal; Donna Cipriani
Psychiatric Services 1993; doi:
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This work was sponsored by the consumer satisfaction committee of the Kings Park Psychiatric Center, under the aegis of the community service division. The authors thank Marge Glueck, M.A., R.N., who was director of the division, and Michael R. Mittleman, Ph.D., director of the center's information management and evaluation department, which performed statistical work. The authors also thank the patient and staff surveyors.

Kings Park (N.Y.) Psychiatric Center

1993 by the American Psychiatric Association

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Abstract

The preliminary findings suggest that involving consumers as surveyors in satisfactions studies produces findings that differ from those in studies by staff surveyors. Consumer involvement may help improve research validity and needs to be explored further. These initial attempts are encouraging and provide a basis for identifying consumers' concerns in order to help them become more effectively involved in their own care.Development of methods to validly assess consumer satisfaction can also have wide-ranging beneficial effects on the psychiatric community's ability to provide more appropriate services. Consumer involvement in satisfaction surveys can help us provide better services. To achieve optimal outcomes, treatment of mental illness must be a cooperative venture.

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