Using consumer feedback to improve services

Abstract

Describes how a consumer satisfaction survey was carried out at a community mental health centre and the improvements that occurred as a result. A questionnaire was designed to be delivered as a semi‐structured interview to elicit the views and opinions of the clients. Their responses highlighted a number of positive areas about the centre, especially in terms of the staff and the therapeutic support they provide. The feedback also revealed a number of areas where improvements were needed. Reports on six recommendations which were made in terms of medication, activities, privacy, reviews, social service issues and complaints. The staff worked hard to implement a number of changes to improve the quality of the service they provide. The end result is that users’ views and opinions have been integrated with the service design and delivery, making the centre a more user‐friendly place.

Citation

Spencer, A. (1996), "Using consumer feedback to improve services", International Journal of Health Care Quality Assurance, Vol. 9 No. 1, pp. 29-33. https://doi.org/10.1108/09526869610109134