Cargando…
A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study
BACKGROUND: Satisfaction with services represents a key component of the user’s perspective, and user satisfaction surveys are the most commonly used approach to evaluate the aforementioned perspective. The aim of this discursive paper is to provide a critical overview of user satisfaction surveys i...
Autores principales: | , , , |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Dove Medical Press
2014
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3905099/ https://www.ncbi.nlm.nih.gov/pubmed/24482571 http://dx.doi.org/10.2147/PPA.S52060 |
_version_ | 1782301290298081280 |
---|---|
author | Trujols, Joan Iraurgi, Ioseba Oviedo-Joekes, Eugenia Guàrdia-Olmos, Joan |
author_facet | Trujols, Joan Iraurgi, Ioseba Oviedo-Joekes, Eugenia Guàrdia-Olmos, Joan |
author_sort | Trujols, Joan |
collection | PubMed |
description | BACKGROUND: Satisfaction with services represents a key component of the user’s perspective, and user satisfaction surveys are the most commonly used approach to evaluate the aforementioned perspective. The aim of this discursive paper is to provide a critical overview of user satisfaction surveys in addiction treatment and harm reduction services, with a particular focus on opioid maintenance treatment as a representative case. METHODS: We carried out a selective critical review and analysis of the literature on user satisfaction surveys in addiction treatment and harm reduction services. RESULTS: Most studies that have reported results of satisfaction surveys have found that the great majority of users (virtually all, in many cases) are highly satisfied with the services received. However, when these results are compared to the findings of studies that use different methodologies to explore the patient’s perspective, the results are not as consistent as might be expected. It is not uncommon to find that “highly satisfied” patients report significant problems when mixed-methods studies are conducted. To understand this apparent contradiction, we explored two distinct (though not mutually exclusive) lines of reasoning, one of which concerns conceptual aspects and the other, methodological questions. CONCLUSION: User satisfaction surveys, as currently designed and carried out in addiction treatment and harm reduction services, do not significantly help to improve service quality. Therefore, most of the enthusiasm and naiveté with which satisfaction surveys are currently performed and interpreted – and rarely acted on in the case of nonoptimal results – should be avoided. A truly participatory approach to program evaluation is urgently needed to reshape and transform patient satisfaction surveys. |
format | Online Article Text |
id | pubmed-3905099 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2014 |
publisher | Dove Medical Press |
record_format | MEDLINE/PubMed |
spelling | pubmed-39050992014-01-30 A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study Trujols, Joan Iraurgi, Ioseba Oviedo-Joekes, Eugenia Guàrdia-Olmos, Joan Patient Prefer Adherence Original Research BACKGROUND: Satisfaction with services represents a key component of the user’s perspective, and user satisfaction surveys are the most commonly used approach to evaluate the aforementioned perspective. The aim of this discursive paper is to provide a critical overview of user satisfaction surveys in addiction treatment and harm reduction services, with a particular focus on opioid maintenance treatment as a representative case. METHODS: We carried out a selective critical review and analysis of the literature on user satisfaction surveys in addiction treatment and harm reduction services. RESULTS: Most studies that have reported results of satisfaction surveys have found that the great majority of users (virtually all, in many cases) are highly satisfied with the services received. However, when these results are compared to the findings of studies that use different methodologies to explore the patient’s perspective, the results are not as consistent as might be expected. It is not uncommon to find that “highly satisfied” patients report significant problems when mixed-methods studies are conducted. To understand this apparent contradiction, we explored two distinct (though not mutually exclusive) lines of reasoning, one of which concerns conceptual aspects and the other, methodological questions. CONCLUSION: User satisfaction surveys, as currently designed and carried out in addiction treatment and harm reduction services, do not significantly help to improve service quality. Therefore, most of the enthusiasm and naiveté with which satisfaction surveys are currently performed and interpreted – and rarely acted on in the case of nonoptimal results – should be avoided. A truly participatory approach to program evaluation is urgently needed to reshape and transform patient satisfaction surveys. Dove Medical Press 2014-01-21 /pmc/articles/PMC3905099/ /pubmed/24482571 http://dx.doi.org/10.2147/PPA.S52060 Text en © 2014 Trujols et al. This work is published by Dove Medical Press Limited, and licensed under Creative Commons Attribution – Non Commercial (unported, v3.0) License The full terms of the License are available at http://creativecommons.org/licenses/by-nc/3.0/. Non-commercial uses of the work are permitted without any further permission from Dove Medical Press Limited, provided the work is properly attributed. |
spellingShingle | Original Research Trujols, Joan Iraurgi, Ioseba Oviedo-Joekes, Eugenia Guàrdia-Olmos, Joan A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title | A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title_full | A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title_fullStr | A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title_full_unstemmed | A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title_short | A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
title_sort | critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study |
topic | Original Research |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3905099/ https://www.ncbi.nlm.nih.gov/pubmed/24482571 http://dx.doi.org/10.2147/PPA.S52060 |
work_keys_str_mv | AT trujolsjoan acriticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT iraurgiioseba acriticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT oviedojoekeseugenia acriticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT guardiaolmosjoan acriticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT trujolsjoan criticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT iraurgiioseba criticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT oviedojoekeseugenia criticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy AT guardiaolmosjoan criticalanalysisofusersatisfactionsurveysinaddictionservicesopioidmaintenancetreatmentasarepresentativecasestudy |