Consumer satisfaction with services in a regional psychiatric hospital: A collaborative research project in Kentucky

Patricia B. Howard, James J. Clark, Mary Kay Rayens, Vicki Hines-Martin, Paul Weaver, Robert Littrell

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26 Scopus citations


Consumer satisfaction with mental health services is a dimension of outcome. This report is on a university and state mental health department research project that involved development of the Kentucky Consumer Satisfaction Instrument (KY-CSI) and a retrospective, cross-sectional study designed to measure consumer satisfaction with services at a regional psychiatric hospital. Triangulation of methods guided the survey of participants (N = 189) near discharge from the hospital during a 6-month period. Research associates, who were former consumers of mental health services, collected data during face-to-face interviews. Most participants were unemployed White men. Factor analysis indicated the 19-item instrument was unidimensional; Cronbach's a was 0.90. Multiple regression indicated predictors of satisfaction were levels of education and diagnosis. As education increased, satisfaction decreased; participants with a diagnosis of bipolar disorder tended to be more satisfied than those with other diagnoses. Analysis of qualitative data combined with standardized summary of KY-CSI items indicated participants were most satisfied with opportunities to talk with other patients and least satisfied about lack of involvement of people with whom they lived in discharge planning. Study findings guided recommendations for quality of care and additional studies at other hospital sites.

Original languageEnglish
Pages (from-to)10-23
Number of pages14
JournalArchives of Psychiatric Nursing
Issue number1
StatePublished - Feb 2001

Bibliographical note

Funding Information:
From the 1University of Kentucky, Lexington; the 2University of Louisville, Louisville; and the 3Office of Consumer Advocacy, Frankfort, KY. Funded by grants from the Kentucky Department for Mental Health and Mental Retardation Services and the Department of Health and Human Services, Public Health Service, Substance Abuse and Mental Health Services Administration; awarded by the Center for Mental Health Services; Kentucky Behavioral Health Reform Monitoring Project (grant no. 6 HR 1 SM52058-02-03). Address reprint requests to Patricia B. Howard, Ph.D., R.N., C.N.A.A., College of Nursing, University of Kentucky, Lexington, KY 40536-0232. Copyright Q 2001 by W.B. Saunders Company 0883-9417/01/1501-0003$35.00/0 doi:10.1053/apnu.2001.20577

ASJC Scopus subject areas

  • Psychiatric Mental Health


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