Improving Satisfaction in Patients Receiving Mental Health Care: A Case Study

  • Marlan Crosier
  • Jennifer Scott
  • Bradley SteinfeldEmail author


Patient satisfaction is increasingly becoming an important component of quality for behavioral health care systems. The following report describes Group Health Cooperative’s Behavioral Health Services department experiences over a 5-year period in moving from uncertainty about the value of patient satisfaction and the ability to positively impact patient ratings to achieving a significant improvement in patient ratings of satisfaction with mental health care. In this process, the Behavioral Health Department developed a deeper understanding of patient requirements and improvement strategies which could impact these requirements. A description of the results achieved along with the role of quality improvement processes in understanding and improving patient satisfaction in mental health care is presented.


Patient Satisfaction Mental Health Care Behavioral Health Therapeutic Relationship Group Health 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.



The authors would like to acknowledge the work of the Behavioral Health Services Patient Experience Work Team including Gregory Hinch, Kris Laaninen, M.Ed., Brian Mercer and Jean Todd, MHA. We would also like to acknowledge the sponsors of this work, the clinic and administrative managers and all of our staff who carried out these improvement initiatives.


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Copyright information

© National Council for Community Behavioral Healthcare 2011

Authors and Affiliations

  • Marlan Crosier
    • 1
  • Jennifer Scott
    • 2
  • Bradley Steinfeld
    • 3
    Email author
  1. 1.Group Practice DivisionGroup Health CooperativeSeattleUSA
  2. 2.Behavioral Health ServicesGroup Health CooperativeSeattleUSA
  3. 3.Behavioral Health ServicesGroup Health CooperativeTacomaUSA

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