Evidence Library

Title: Effects of client interviewers on client-reported satisfaction with mental health services.
Author: Clark, C., Scott, E., Boydell, K. & Goering, P.
Date Published: 1999
Reference: Psychiatric Services, 50(7), 961-963.
Are service users or carers authors: No/Not Known


Aim: To compare the data collected by clients with the data collected by staff members in an evaluation of mental health services.

Methods: A questionnaire was designed with input from clients, which asked about client satisfaction with services. A total of 120 clients were then randomly assigned to be interviewed by a staff member or by a client. Both groups used the same questionnaire.

Findings: There were no differences between the two groups in terms of the number of reports of high levels of satisfaction with services. However, clients gave a greater number of extremely negative responses when they were interviewed by client interviewers. The researchers conclude that this was because clients felt safer and were more trusting of client interviewers. They highlight the importance of involving clients in this kind of study as it results in more valid feedback. This is essential to providing relevant, effective and meaningful services.

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Related entry: none currently available

Categories: Designing research
Undertaking research
impact on research
impact of public involvement
journal article

Date Entered: 2008/02/28

Date Edited: 2012/11/21

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