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J Behav Health Serv Res. 2012 Jan;39(1):42-54. doi: 10.1007/s11414-011-9252-0.

Improving satisfaction in patients receiving mental health care: a case study.

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Group Practice Division, Seattle, WA 98112, USA.


Patient satisfaction is increasingly becoming an important component of quality for behavioral health care systems. The following report describes Group Health Cooperative's Behavioral Health Services department experiences over a 5-year period in moving from uncertainty about the value of patient satisfaction and the ability to positively impact patient ratings to achieving a significant improvement in patient ratings of satisfaction with mental health care. In this process, the Behavioral Health Department developed a deeper understanding of patient requirements and improvement strategies which could impact these requirements. A description of the results achieved along with the role of quality improvement processes in understanding and improving patient satisfaction in mental health care is presented.

[Indexed for MEDLINE]

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