M.S. (Master of Science)
Department of Family, Consumer, and Nutrition Sciences
Community Mental Health Services--Illinois--Rockford||Mental health facilities--Illinois--Rockford||Rehabilitation centers--Illinois--Rockford||Mentally ill--Rehabilitation--Illinois--Rockford||Patient satisfaction--Illinois--Rockford
This study investigated consumer satisfaction at the Silver Lining Clubhouse, a mental health psychosocial rehabilitation facility. There were three major objectives for this study. The first objective was to gather data and make recommendations to the Silver Lining Clubhouse for improving consumer satisfaction and attendance. The second objective was that the study will serve as a pilot study for consumer satisfaction, comparing clubhouses that are certified through the International Center for Clubhouse Development with clubhouses, such as the Silver Lining Clubhouse, that are not certified. Fountain House, a mental health psychosocial rehabilitation facility in New York will conduct this study. The third objective was to contribute to the limited research presently available in the area of consumer satisfaction in the clubhouse setting. A Consumer Satisfaction Survey, developed by Fountain House, was adopted and modified for this study. It was administered over a one-month period at the Silver Lining Clubhouse. The sample size was 47. The four categories of the survey were (a) General Satisfaction, (b) Satisfaction with Clubhouse Atmosphere, (c) Satisfaction with Clubhouse Staff, and (d) Satisfaction with Service Availability. Each of these categories was correlated with consumers? frequency of attendance at the Silver Lining Clubhouse. Results show that, overall, consumers were satisfied. Correlations show that by category, Satisfaction and Availability of Services correlated more significantly with frequency of attendance than Atmosphere and Staff Relationships correlated with frequency of attendance. Implications of this study may be that consumers are less concerned with clubhouse atmosphere and developing relationships with staff in the clubhouse setting. It may also be that relationships with consumers and the atmosphere need to be improved so that consumers? satisfaction with these two areas, as related to attendance, will improve. Recommendations were made to enhance staff and consumer relationships and to enhance the atmosphere at the Silver Lining Clubhouse.
Simmons, Susan J., "Consumer satisfaction at the Silver Lining Clubhouse" (1999). Graduate Research Theses & Dissertations. 1939.
v, 48 pages
Northern Illinois University
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