Sharing a methodology to develop a satisfaction questionnaire in mental health care

Background This paper outlines a multi-method’ process for developing a satisfaction questionnaire (SQ) for completion by service users. Satisfaction is a mark of service quality. Both health and social care services are required to evidence this. Working collaboratively with those who use our services is essential for achieving transformation in healthcare. Aim In developing a SQ, the aim was to collaboratively identify key quality criteria of most importance to service users and carers. Method In the absence of a gold standard methodology for developing a SQ, we developed an iterative multimethod’ phased process. Phase 1 involved a focus group, attended by service users and carers ( n = 20). Participants at the focus group developed a preliminary list of quality criteria. Phase 2 involved a review of existing feedback questionnaires to supplement our quality criteria, including the Friends & Family Test. Phase 3 aimed to build consensus to refine the criteria, using a process informed by the Delphi technique with participants from a service user forum. The final phase of refinement is now underway. Results Preliminary findings highlight the key quality indicators of a high-quality service, as defined by service users and carers. Conclusion It is useful to adopt and develop an iterative multi-method’ approach involving co-production and consensus building in developing a valid and meaningful SQ.