| This study used a survey methodology to examine expectations and satisfaction with residential treatment for substance abuse. Clinician (N = 48) and patient (N = 256) expectations regarding treatment satisfaction were compared. Patient satisfaction at admission was also compared with patient satisfaction at the end of treatment. Data were collected by several means including the Behavior and Symptom Identification Scale, the Client Satisfaction Questionnaire, and the Services Satisfaction Scale.; Overall satisfaction ratings were high and patients and clinical staff generally viewed satisfaction similarly. The more significant dimensions of satisfaction appeared to be the clinician/practitioner relationship, attention to individual patient needs and a perceived sense of improvement in patient functioning. Other aspects of patient satisfaction that may be unique to the research site included the physical setting, patient education, and peer group interaction. High satisfaction ratings at the end of treatment may be viewed as reflective of expectations being met as well as the tendency of health care consumers to defer to the authority, style, and expertise of the clinician.; Patient satisfaction is suggested as one part of a program evaluation research model for substance abuse and health care services, but is not a substitute for other process and outcome measures. As a management tool patient satisfaction research can enhance business results by integrating this research into an organizational quality improvement strategy. The paper concludes with a proposed model of organizational development and quality management that reinforces a patient-centered culture. |
