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Assessing Consumer Satisfaction In The Massachusetts Behavioral Health Partnership

  • Jonathan Delman
  • Richard H. Beinecke
Article

Abstract

From 1999 to 2003, Consumer Quality Initiatives, Inc. (CQI) conducted peer interviews with 226 inpatient, 433 day treatment, and 822 outpatient clients of programs within the network of the Massachusetts Behavioral Health Partnership. Ninety-two percent of day treatment, 93% of the outpatient clients, and 79% of inpatient clients rated their care as satisfactory. Clients’ views of access, appropriateness of services, outcomes of services, what clients liked most, and recommendations are summarized. Predictors of satisfaction (e.g., being treated with respect and dignity) and outcomes are also shown.

Keywords

accute care consumers managed care outcomes programs satisfaction 

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References

  1. Beinecke, R.H., Woliver, R. 2000Assessment of the Massachusetts behavioral health program year sixAdministration and Policy in Mental Health28107130CrossRefPubMedGoogle Scholar
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Copyright information

© Springer Science+Business Media, Inc. 2005

Authors and Affiliations

  1. 1.Consumer Quality InitiativesDorchester
  2. 2.Department of Public ManagementSuffolk UniversityBoston

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