Methods for overcoming methodological problems in the measurement of client satisfaction in a clinical psychology practice |
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Authors: | Susan J Watson Janet M Leathem |
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Institution: | (1) Justice Department, Psychological Services, Church Street, Palmerston North, New Zealand;(2) Department of Psychology, Massey University, P.O. Box 11-222, Palmerston North, New Zealand |
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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. |
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Keywords: | client satisfaction outcome measurement program evaluation clinical health psychology |
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