The Center for Mental Health Services is supporting the development of a monograph
on consumer satisfaction that will (1) describe, examine and exchange knowledge on
methods of measuring the satisfaction (or lack thereof) of consumers with the mental
health care services they receive, and (2) provide recommended consumer-generated
strategies on how states. local communities, providers, managed care organizations,
advocates, family members, and consumers can best initiate such efforts. The result will
be a guidebook detailing the importance, practices, issues, and suggested methods for
organizations to employ in undertaking consumer satisfaction projects.
A review of
satisfaction literature,
glossary of research
terms,
survey of best
practices, and a
summary report of a
national consumer teleconference on satisfaction
has been produced by
the Program in Consumer Studies
and Training in conjunction with this effort.
