Satisfaction research and the uncrowned king: Challenges and future directions

Abstract

Background: After decades of paternalistic health service provision, National Health Service users in the United Kingdom are encouraged to express preferences for services; “the patient is king”. Whilst the mental health service user voice is encouraged in multiple forums, it is in satisfaction research (especially using the survey method) as a commentary on services provided that it is primarily heard. However, methodological concerns exist regarding the use of satisfaction surveys as a measure of healthcare quality.

Aim: To discuss the arguments against and for using satisfaction surveys in mental health research.

Method: A review of the existing literature on satisfaction surveys.

Results: There are a number of significant criticisms of satisfaction surveys and their continued use in mental health research.

Conclusions: Despite these criticisms, the limitations of satisfaction surveys do not merit their abandonment. The authors indicate possible future directions for the satisfaction research agenda.

Declaration of interest: None.

• Service user
• satisfaction research
• survey method