Evaluation of client satisfaction in a community health centre: selection of a tool

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Authors :

Community Health Centres (CHCs) have emerged as sites in which services based on a Primary Health Care (PHC) model are delivered. In the evaluation of the newly established Northeast CHC in Edmonton, Alberta, client satisfaction was a significant part of the evaluation component on community participation. A reliable and valid tool was sought to measure the dimensions of client satisfaction appropriate for a CHC that is based on the principles of PHC. Using criteria established to assist the evaluators in choosing an appropriate tool, the Service Satisfaction Scale (Attkisson & Greenfield, 1994; Greenfield & Attkisson, 1989) was selected because it was comprehensive, appropriate and psychometrically acceptable. Refinement on the basis of client and provider input led to a revised client satisfaction tool that is currently being tested. The authors suggest that, congruent with the PHC model, a multimethod approach that incorporates focus groups and individual interviews should be employed in evaluation of client satisfaction to add useful information about client perspectives.

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