Year of Publication
Martin School of Public Policy and Administration
Problem: In 2010, the Kentucky Cabinet for Health and Family Services, Department for Behavioral Health Developmental and Intellectual Disabilities (BHDID) conducted a survey to evaluate consumers’ satisfaction with services delivered at the Community Mental Health Centers (CMHCs) in Kentucky. The purpose of this study is to identify factors that predict clients’ perception on General Satisfaction using responses of the survey.
Research Design: Two separate logistic regression analysis were performed for adult and youth survey respondents, respectively. For the Adult survey, respondents’ characteristics and their responses about several aspects of services were included as potential explanatory variables. For the Youth survey, since caregivers participated in the survey, their responses about several aspects of services that their children received, the youth patients’ characteristics and medical/social backgrounds were used as explanatory variables.
Major Findings: In the Adult survey, responses to the domains of Access, Quality and Participation in Treatment Planning significantly affect clients’ perception on General Satisfaction. In Youth survey, the domains of Access, Cultural Sensitivity, Participation in Treatment Planning and Social Connectedness are significantly associated with responses to General Satisfaction. Respondents who positively indicate those domains of services are more likely to answer positively as generally satisfied.
Recommendations: Based on the analysis in this report, improvement in certain domain of services, especially Access, Quality (Adult)/Cultural Sensitivity (Youth), Participation in Treatment Planning and Social Connectedness (Youth) that were shown to be related with “General Satisfaction” could increase the level of positive responses.
Sohn, Minji, "What Makes People Generally Satisfied with Mental Health Services? Findings of 2010 Consumer Satisfaction Survey in Kentucky Community Mental Health Centers" (2011). MPA/MPP Capstone Projects. 113.