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Abstract
Client satisfaction has become important both as a measure of outcome of psychiatric care and as a measure of the process of care. However, relatively few studies have investigated client satisfaction with case management services. The general aim of the present study was to investigate client satisfaction in 10 new case management services established in Sweden in 1995. The specific research questions were; how satisfied are the clients of case management services? Are there differences in satisfaction with regard to clinical and social characteristics of the client, case manager characteristics, type of case manager interventions, and characteristics of the service? The study comprised 176 clients out of which 154, (88%) responded to an 11-item satisfaction questionnaire administered at an 18-month follow up. The results showed that client satisfaction with the case management services was high. Type of interventions and life area of the client concerned was mainly unrelated to satisfaction. However, it seems that advocacy and case manager time spent on this type of intervention is essential and associated with a better satisfaction with services.