A cross-national validation of the Client Satisfaction Questionnaire: The Dutch experience

doi:10.1016/0149-7189(83)90018-6

Evaluation and Program Planning

Volume 6, Issues 3–4, 1983, Pages 395-400

https://doi.org/10.1016/0149-7189(83)90018-6 Get rights and content

Abstract

A Dutch translation of the eight-item version of the Client Satisfaction Questionnaire (CSQ-8) was administered to community mental health outpatients in the Netherlands (n = 110). Data analyses indicate that the Dutch CSQ-8 has highly similar operating characteristics and psychometric properties compared with the English language version. Results also indicate that one general satisfaction factor was found in the Dutch CSQ-8 data. All eight of the scale items loaded heavily on this general factor, strong inter-item correlations were found, and the scale demonstrated high internal consistency. On these grounds, we can conclude that the Dutch CSQ-8 has the same properties as the original questionnaire and can be used as such in Holland. It was also found that those clients who decided to stop therapy on their own were less satisfied than other clients. Clients who made a common decision with their therapist or let him/her make that decision were more satisfied than clients who stopped by themselves. Additional research is planned to investigate whether clients who complete treatment goals are indeed more satisfied and whether this line of research could be a means of studying the external validity of the scale.

References (2)

J.H.C. de Brey
Evaluation of mental health planning in South Holland: Two approaches

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Citation Excerpt :
At T2, participants in the experimental condition filled in an adapted version of the Client Satisfaction Questionnaire (CSQ-8) about satisfaction with the online ERT. The Dutch translation of the CSQ was found reliable and valid in mental health outpatients in The Netherlands (De Brey, 1983). The total score of the questionnaire ranges from 8 to 32, with a higher score indicating a higher satisfaction.
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Citation Excerpt :
This is a questionnaire intended to measure clients’ satisfaction with eight items scored on a scale ranging from 1 to 4. Previous studies using the instrument have demonstrated high internal reliability, good construct validity and that the items on the scale load on a single satisfaction factor [36,37]. Comparisons of primary outcome measures between the two conditions will be made on an intention to treat (ITT) basis.
Forensic mental health care is hampered by lack of evidence-based treatments. The Swedish forensic mental health population consists of patients suffering from severe illnesses such as schizophrenia and bipolar disorders, similar to populations in international studies. Illness Management and Recovery (IMR) is an intervention for patients with serious mental illness, based on psychoeducational, cognitive-behavioral and motivational components. The purpose is to strengthen participants’ illness management skills and recovery.
To test effectiveness of IMR within forensic mental health by comparing it to treatment as usual.
This is a cluster-randomized controlled trial. Patients in forensic mental health inpatient units are randomized to an active (IMR) or a control condition (treatment as usual). Clustering of patients is based on ward-units where inpatients are admitted. Patients in the active condition receive two group and one individual IMR sessions per week. The treatment phase is estimated to last nine months. Outcomes include illness related disability, illness management skills, sense of recovery, hope, mental health and security related problems. Outcomes are measured at baseline, four months into treatment, at treatment completion and at three months follow-up. Staff experiences of implementing IMR will be explored by a self-report measure and semi-structured interview based on Normalization Process Theory.
The study is approved by the Swedish Ethical Review Authority (Registration No. 2020–02046). Participation will be voluntary based on written informed consent. Results will be disseminated through peer-reviewed articles and conferences. The study is registered in the US registry of clinical trials (NCT04695132).

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^☆: Based on a paper presented at the Joint Conference of the Evaluation Research Society and the Evaluation Network, Baltimore, Maryland, October 1982.

^☆☆: Appreciation is extended to Dr. Sjoerd Peereboom of the Sociological Institute for his cooperation and assistance with data analysis.

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A cross-national validation of the Client Satisfaction Questionnaire: The Dutch experience☆,☆☆

Abstract

Evaluation of mental health planning in South Holland: Two approaches