This paper is in the following e-collection/theme issue:

TTRN CPH 2022: "Digital Health beyond COVID-19: Lessons Learned" (37)

Published on in Vol 8, No 1 (2022): Jan-Dec

Preprints (earlier versions) of this paper are available at https://preprints.jmir.org/preprint/41472, first published .
Measuring Client Satisfaction With Digital Services: Validity and Reliability of a Short-Form Digital Tool

Measuring Client Satisfaction With Digital Services: Validity and Reliability of a Short-Form Digital Tool

Measuring Client Satisfaction With Digital Services: Validity and Reliability of a Short-Form Digital Tool

Authors of this article:

Henrik Pedersen1 Author Orcid Image ;   Audun Havnen2 ;   Mariela Loreto Lara-Cabrera1
Article Authors Cited by Tweetations Metrics

    Abstract

    1Department of Mental Health, Norges teknisk-naturvitenskapelige universitet - NTNU, Trondheim, Norway

    2Department of Psychology, Norges teknisk-naturvitenskapelige universitet - NTNU, Trondheim, Norway

    Corresponding Author:

    Henrik Pedersen

    Department of Mental Health

    Norges teknisk-naturvitenskapelige universitet - NTNU

    Olav Kyrres gate 9

    Trondheim

    Norway

    Phone: 47 91697343

    Email: henrik.pedersen@ntnu.no


    Background: Because of the COVID-19 pandemic’s preventive measures, mental health care services were forced to reorganize and develop remote telehealth services. This led to newer modes of receiving treatment, both internet-based and video-based therapies, to meet patients’ need for help, while at the same time keeping the COVID-19 pandemic under control. This shift calls for an evaluation of the patient experience during times of increased use of novel approaches of receiving treatment. Brief evaluation forms are ideal for this purpose.

    Objective: As there are no validated brief measurement tools to evaluate patient-reported experiences in Norwegian mental health settings, we aimed to explore the internal consistency and factor validity of the 4-item self-administrated Client Satisfaction Questionnaire (CSQ-4).

    Methods: We examined the internal consistency and factor structure of a brief digitally administrated patient satisfaction measure in a sample of 145 outpatients in Norwegian mental health settings during the COVID-19 pandemic.

    Results: The internal consistency of a digital Norwegian CSQ-4 was high, with a Cronbach α of .92. A clear unidimensional structure (eigenvalue=3.22), which explained 80.4% of the variance, emerged from our data. A Mann-Whitney U test found a nonsignificant difference in satisfaction between genders (U=2546.5; P=.17). A Spearman rank correlation between satisfaction and age in our data was not statistically significant (r144=.110, P=.19).

    Conclusions: A measurement tool such as the CSQ-4 would be a valuable resource to improve the development and application of digital mental health services. Our results may support the use of the Norwegian CSQ-4 as a valid and reliable measure of satisfaction with mental health care services. In addition, as the CSQ-4 is a short-form and generic tool, it can be implemented in a wide range of routine evaluations of patient-reported satisfaction with telehealth services.

    iproc 2022;8(1):e41472

    doi:10.2196/41472

    Keywords

    digital mental health services; patient satisfaction; telehealth; reliability; validity; patient-reported experience; digital health care; scale development 

    Conflicts of Interest

    None declared.

    Edited by B Dinesen; This is a non–peer-reviewed article. submitted 27.07.22; accepted 19.08.22; published 23.08.22

    Copyright

    ©Henrik Pedersen, Audun Havnen, Mariela Loreto Lara-Cabrera. Originally published in Iproceedings (https://www.iproc.org), 23.08.2022.

    This is an open-access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in Iproceedings, is properly cited. The complete bibliographic information, a link to the original publication on https://www.iproc.org/, as well as this copyright and license information must be included.