Satisfaction research and the uncrowned king: Challenges and future directions

References

• ACHCEW (Association of Community Health Councils for England and Wales) (1992). The Developing Role of Community Health Councils. London, Association of Community Health Councils for England and Wales.
   Google Scholar
• Appleby, L. (2000). A new mental health service: high quality and user-led. British Journal of Psychiatry, 177, 290–291.
   PubMed Web of Science ®Google Scholar
• Campbell, P. (2001). The role of users of psychiatric services in service development-influence not power. Psychiatric Bulletin, 25, 87–88.
   Google Scholar
• Clark, C. C., Scott, E. A., Boydell, K. M., & Goering, P. (1999). Effects of client interviewers on client-reported satisfaction with mental health services. Psychiatric Services, 50, 961–963.
   PubMed Web of Science ®Google Scholar
• Cleary, P. D. (1999). The increasing importance of patient surveys. Quality in Health Care, 8, 212.
   PubMedGoogle Scholar
• Coulter, A. (1999). Paternalism or partnership?: patients have grown up-and there's no going back. British Medical Journal, 319, 719–720.
   PubMed Web of Science ®Google Scholar
• Crawford, M. J., & Kessel, A. S. (1999). Not listening to patients-The use and misuse of patient satisfaction studies. International Journal of Social Psychiatry, 45, 1–6.
   PubMed Web of Science ®Google Scholar
• Crawford, M. J., Rutter, D., Manley, C., Weaver, T., Bhui, K., Fulop, N., & Tyrer, P. (2002). Systematic review of involving patients in the planning and development of health care. British Medical Journal, 325, 1263. Department of Health (2003). Raising standards: Improving performance in the NHS. London: Department of Health. Elbeck, M., & Fecteau, G. (1990). Improving the validity of measures of patient satisfaction with psychiatric care and treatment. Hospital and Community Psychiatry, 41, 999–1002.
   Google Scholar
• Evans, C., & Fisher, M. (1999). Collaborative evaluation with service users: moving towards user-controlled research. In I. Shaw & J. Lishman (Eds.) Evaluation and social work practice. (pp.101-117). London: Sage. Fakhoury, W. K. H. (1998). The UK Annual Patient Satisfaction Survey: can it really reflect the quality of the
   Google Scholar
• NHS? Journal of Public Health Medicine, 20, 484–485.
   Google Scholar
• Faulkner, A. (1998). Experts by experience. Mental Health Nursing, 18, 6–8.
   Google Scholar
• Faulkner, A., & Nicholls, V. (1999). Strategies for living. Mental Health Care, 3, 28–29.
   Google Scholar
• Fitzpatrick, R. (1991). Surveys of patient satisfaction: I-important general considerations. British Medical Journal, 302, 887–889.
   PubMed Web of Science ®Google Scholar
• Greenhalgh, T., & Taylor, R. (1997). How to read a paper: Papers that go beyond numbers (qualitative research). British Medical Journal, 315, 740–743.
   PubMed Web of Science ®Google Scholar
• Greenwood, N., Key, A., Burns, T., Bristow, M., & Sedgewick, P. (1999). Satisfaction with in-patient psychiatric services: relationship to patient and treatment factors. British Journal of Psychiatry, 174, 159–163 Griffiths, R. (1983). The NHS Management Enquiry Report. London: HMSO.
   Google Scholar
• Holloway, F. (1989). Psychiatric day care: The users' perspective. International Journal of Social Psychiatry, 35, 252–264.
   PubMedGoogle Scholar
• Holloway, F. (1991). Day Care in an Inner City-II: Quality of services. British Journal of Psychiatry, 158, 810-816. Holloway, F. (2001). The inspector calls: The CHI comes to town. Psychiatric Bulletin, 25, 457–458.
   Google Scholar
• Holloway, F. (2002). Outcome measurement in mental health-welcome to the revolution. British Journal of Psychiatry, 181, 1–2.
   PubMed Web of Science ®Google Scholar
• Lebow, J. (1983). Client satisfaction with mental health treatment: methodological considerations in assessment. Evaluation Review, 7, 729–752.
   Web of Science ®Google Scholar
• Lelliott, P., Beevor, A., Hogman, G., Hyslop, J., Lathlean, J., & Ward, M. (2001). Carers' and Users' Expectations of Services-User version (CUES-U): A new instrument to measure the experience of users of mental health services. British Journal of Psychiatry, 179, 67–72.
   PubMed Web of Science ®Google Scholar
• Lieberman, P. B., & Strauss, J. S. (1986). Brief psychiatric hospitalisation: What are its effects? American Journal of Psychiatry, 143, 1557–1562.
   PubMed Web of Science ®Google Scholar
• Lindow, V. (1990). Participation and power. Openmind, 44, 10–11.
   Google Scholar
• Lupton, C., & Hall, B. (1993). Beyond the rhetoric: From policy to practice in user-involvement. Research, Policy and Planning, 10, 6–11.
   Google Scholar
• Mahoney, C. (2003). Interviews with patients better than surveys for generating change. British Medical Journal, 326, 618.
   Google Scholar
• Mays, N., & Pope, C. (1995). Qualitative research: Rigour and qualitative research. British Medical Journal, 311, 109–112.
   PubMed Web of Science ®Google Scholar
• Mental Health Foundation (1999). The DIY guide to survivor research. London: Mental Health Foundation. Morrall, P. A. (1999). Social exclusion and madness: The complicity of psychiatric medicine and nursing. In M.
   Google Scholar
• Purdy & D. Banks (Eds.) Health and exclusion: Policy and practice in health provision, (pp.104–121). London: Routledge.
   Google Scholar
• Mueser, K T., Bond, G. R., Drake, R. E., & Resnick, S. G. (1998). Models of community care for severe mental illness: A review of research on case management. Schizophrenia Bulletin, 24, 37–74.
   Google Scholar
• NHS Executive (1999). Patient and public involvement in the new NHS. Leeds: NHS Executive.
   Google Scholar
• Perkins, R. E., & Goddard, K. L. (2002). Involving service users and their relatives. In A. J. B. James, T. Kendall & A. Worrell (Eds.) Clinical governance standards for mental health and learning disability services. London: Gaskell.
   Google Scholar
• Pilgrim, D., & Rogers, A. (1997). A confined agenda? Journal of Mental Health, 6, 539–542.
   Google Scholar
• Pope, C., & Mays, N. (1995). Qualitative research: Reaching the parts other methods cannot reach: an introduction to qualitative methods in health and health services research. British Medical Journal, 311, 42–45.
   PubMed Web of Science ®Google Scholar
• Priebe, S., & Gruyters, T. (1995). Patients' assessment of treatment predicting outcome. Schizophrenia Bulletin, 21, 87–94.
   PubMed Web of Science ®Google Scholar
• Rea, D. M. (1999). Towards routine user assessment of mental health service quality performance. International Journal of Health Care Quality Assurance, 12, 169–174.
   Google Scholar
• Richards, T. (1999). Patients' priorities: Need to be assessed properly and taken into account. British Medical Journal, 318, 277.
   PubMed Web of Science ®Google Scholar
• Rose, D. (2001). Users' Voices: the perspectives of mental health service users on community and hospital care. London: Sainsbury Centre for Mental Health.
   Google Scholar
• Rose, D., Ford, R., Lindley, P., Gawith, L., & the KCW Mental Health Monitoring Users' Group (1998). In our experience: User-focused monitoring of mental health services in Kensington & Chelsea and Westminster Authority. London: The Sainsbury Centre for Mental Health.
   Google Scholar
• Ruggeri, M. (1996). Satisfaction with Psychiatric Services. In G. Thomicroft & M. Tansella (Eds.) Mental health outcome measures (pp. 27–51). Berlin: Springer.
   Google Scholar
• Secretaries of State for Health, and Social Services, Wales, Northern Ireland and Scotland(1989). Working for Patients. White Paper Cm 555. London, HMSO.
   Google Scholar
• Secretaries of State for Social Services, Wales, Northern Ireland and Scotland(1987). Promoting Better Health: The government's programme for improving primary care. White Paper Cm 249. London, HMSO.
   Google Scholar
• Secretary of State for Health(1997). The New NHS: Modern, Dependable. White Paper Cm 3807. London: HMSO. Secretary of State for Health(2000). The NHS Plan. A plan for investment, a plan for reform. White Paper Cm 4818-I. London: HMSO.
   Google Scholar
• Secretary of State for Health(2002). Delivering the NHS Plan. Next steps on investment, next steps on reform. Cm 5503. London: HMSO.
   Google Scholar
• Sitzia, J. (1999). How valid and reliable are patient satisfaction data?: an analysis of 195 studies. International Journal for Quality in Health Care, 11, 319–328.
   PubMed Web of Science ®Google Scholar
• Stacey, M. (1976). The health service consumer: A sociological misconception. Sociological Review, 22, 194-200. Stallard, P. (1996). The role and use of consumer satisfaction surveys in mental health services. Journal of Mental Health, 5, 333–348.
   Google Scholar
• Stiles, W. B. (1999). Evaluating qualitative research. Evidence-Based Mental Health, 2, 99–101.
   Google Scholar
• Stuart, G. (1999). Government wants patient partnership to be integral part of NHS. British Medical Journal, 319, 788.
   PubMedGoogle Scholar
• Svenson, B., & Hansson, L. (1994). Patient satisfaction with inpatient care: the influence of personality traits, diagnosis and perceived coercion. Acta Psychiatrica Scandinavica, 90, 379–384.
   PubMed Web of Science ®Google Scholar
• Thornicroft, G., Rose, D., Huxley, P., Dale, G., & Wykes, T. (2002). What are the research priorities of mental health service users? Journal of Mental Health, 11, 1–5.
   Google Scholar
• Townend, M., & Braithwaite, T. (2002). Mental health research-the value of user involvement. Journal of Mental Health, 11, 117–119.
   Google Scholar
• Tyrer, P. (1999). The national service framework: a scaffold for mental health. British Medical Journal, 319, 1017–1018.
   PubMedGoogle Scholar
• Wallcraft, J., & Bryant, M. (2003). The Mental Health Service User Movement in England. Policy Paper No.2. London: Sainsbury Centre for Mental Health.
   Google Scholar
• Warner, R. (1999). The emics and etics of quality of life assessment. Social Psychiatry and Psychiatric Epidemiology, 34, 117–121.
   PubMed Web of Science ®Google Scholar
• Webb, Y., Clifford, P., & Graham, P. (1999). A simple method of evaluating patients' perceptions of their treatment and care. Bulletin of the Menninger Clinic, 63, 401–412.
   PubMed Web of Science ®Google Scholar
• Williams, B, Coyle, J., & Healy, D. (1998). The meaning of patient satisfaction: An explanation of high reported levels. Social Science and Medicine, 47, 1351–1359.
   PubMed Web of Science ®Google Scholar
• Williams, B., & Wilkinson, G. (1995). Patient satisfaction in mental health care. British Journal of Psychiatry, 166, 559–562.
   PubMed Web of Science ®Google Scholar