Abstract
The evaluation of consumer satisfaction is an idea whose time has finally come. It is 30-plus years since Donabedian (1966) suggested that satisfaction was the “ultimate validator” of quality care. Skeptics expressed concern that it was too general a measure and of questionable validity based on reservations about psychiatric patients’ ability to make rational judgments (Sheppard, 1993).
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Blackwell, B., Eilers, K., Robinson, D. (2000). The Consumer’s Role in Assessing Quality. In: Handbook of Quality Management in Behavioral Health. Issues in the Practice of Psychology. Springer, Boston, MA. https://doi.org/10.1007/978-1-4615-4195-0_20
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DOI: https://doi.org/10.1007/978-1-4615-4195-0_20
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