Development of a satisfaction scale for young people attending youth mental health services

Abstract

Aims: This study aimed to develop a comprehensive measurement tool for assessing client satisfaction at a youth mental health service.

Methods: We developed a scale based on existing scale items and by generating new items, before undertaking revisions and item reduction in consultation with an expert panel composed of researchers, clinicians and consumer representatives. This draft scale was then pilot tested in seven enhanced primary care youth mental health services across Australia.

Results: A total of 215 respondents completed the scale. Cronbach's alpha (α = 0.953) demonstrated excellent internal consistency, and exploratory factor analysis suggested that the scale measures a global construct of satisfaction.

Conclusions: Through a rigorous and participatory process involving key experts, service providers and service users, this study has resulted in the development of a scale that can appropriately measure the level of user satisfaction with youth-friendly early intervention services.

Keywords: client satisfaction; scale development; youth mental health.