Development and testing of a scale measuring parent satisfaction with staff interactions

J Behav Health Serv Res. 2005 Jan-Mar;32(1):61-73. doi: 10.1007/BF02287328.

Abstract

This study tested the psychometric properties of the Parent Satisfaction Scale (PSS), a new scale measuring parents' satisfaction with their child's mental health services, primarily focusing on staff's interpersonal interactions. Data were collected by postal surveys 5 to 10 months after a child's admission to 1 of 5 mental health treatment programs. Completed surveys were received from parents of 120 of a potential 232 children (52% response rate). Internal consistency reliability of the PSS was strong (alpha = .96). Construct validity was supported by significant relationships between the PSS and constructs considered to be antecedent variables influencing parent satisfaction, including met expectations (r = 0.62, P < .001), met desires (r = 0.32, P < .001), and met needs (r = 0.55, P < .001). Convergent validity was supported, with the PSS having Pearson correlations of .86 (P < .001) with the Client Satisfaction Questionnaire-8 and .76 (P < .001) with parents' ratings of satisfaction with specific services received.

Publication types

  • Research Support, Non-U.S. Gov't

MeSH terms

  • Adolescent
  • Child
  • Child Health Services*
  • Child, Preschool
  • Consumer Behavior / statistics & numerical data*
  • Female
  • Humans
  • Indiana
  • Male
  • Mental Disorders / psychology
  • Mental Disorders / therapy*
  • Mental Health Services*
  • Parents / psychology*
  • Professional-Family Relations*
  • Program Evaluation / statistics & numerical data
  • Psychological Tests / statistics & numerical data
  • Psychometrics / statistics & numerical data
  • Reproducibility of Results
  • Surveys and Questionnaires