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Development and testing of a scale measuring parent satisfaction with staff interactions

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Abstract

This study tested the psychometric properties of the Parent Satisfaction Scale (PSS), a new scale measuring parents' satisfaction with their child's mental health services, primarily focusing on staff's interpersonal interactions. Data were collected by postal surveys 5 to 10 months after a child's admission to 1 of 5 mental health treatment programs. Completed surveys were received from parents of 120 of a potential 232 children (52% response rate). Internal consistency reliability of the PSS was strong (α=.96). Construct validity was supported by significant relationships between the PSS and constructs considered to be antecedent variables influencing parent satisfaction, including met expectations (r=0.62, P<.001), met desires (r=0.32, P<.001), and met needs (r=0.55, P<.001). Convergent validity was supported, with the PSS having Pearson correlations of .86 (P<.001) with the Client Satisfaction Questionnaire-8 and .76 (P<.001) with parents' ratings of satisfaction with specific services received.

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Authors and Affiliations

  1. Indiana University School of Nursing, 1111 Middle Dr, Room 403-G, 46202, Indianapolis, IN

    Janis E. Gerkensmeyer PhD, RN, APRN,BC & Joan K. Austin DNS, RN, FAAN (distinguished professor)

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  1. Janis E. Gerkensmeyer PhD, RN, APRN,BC
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  2. Joan K. Austin DNS, RN, FAAN
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Correspondence to Janis E. Gerkensmeyer PhD, RN, APRN,BC.

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Gerkensmeyer, J.E., Austin, J.K. Development and testing of a scale measuring parent satisfaction with staff interactions. The Journal of Behavioral Health Services & Research 32, 61–73 (2005). https://doi.org/10.1007/BF02287328

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