Client satisfaction at a university outpatient psychology clinic : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Psychology at Massey University

Abstract

The present study surveyed client satisfaction at the Massey University Psychology Clinic. It aimed to provide feedback to the Psychology Clinic while at the same time investigating the broader issues of data collection and analysis. In an effort to collect honest opinions, and not just "grateful testimonials" from clients, special consideration was given to the methodology used. In particular a standardised scale was employed (the Client Satisfaction Questionnaire -31) and efforts were made to enhance the response rate, while keeping reactivity to a minimum. Forty of the forty eight clients surveyed returned the questionnaire by mail. In the absence of guidelines on how to analyse the data, a variety of techniques were employed designed specifically to answer the questions posed by the Psychology Clinic. While clients were generally satisfied with the Psychology Clinic, some aspects of the service which could be improved were identified. Confidence in the results is strengthened by the methodology used, and by the finding that client satisfaction with the Psychology Clinic was unrelated to their satisfaction with life in general. The methodology used to collect and analyse data proved useful and it is suggested that providers of similar services adopt the same strategies, thus enabling meaningful comparisons to be made between facilities.