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How to Measure Client Satisfaction With Stop Smoking Services: A Pilot Project in the UK National Health Service

Published online by Cambridge University Press:  21 February 2012

Sylvia May ,
Andy McEwen ,
Helen Arnoldi ,
Linda Bauld ,
Janet Ferguson  and
Martine Stead
Sylvia May
Affiliation:
Smoking Cessation Service Research Network.
Andy McEwen*
Affiliation:
Cancer Research UK Health Behaviour Research Centre, University College London, United Kingdom. andy.mcewen@ucl.ac.uk
Helen Arnoldi
Affiliation:
Bath & North East Somerset Stop Smoking Service.
Linda Bauld
Affiliation:
Bath University, United Kingdom.
Janet Ferguson
Affiliation:
Bath University, United Kingdom.
Martine Stead
Affiliation:
Stirling University, United Kingdom.
*
*Address for correspondence: Andy McEwen, Senior Research Nurse, Cancer Research UK Health Behaviour Research Centre, University College London, 2–16 Torrington Place, London WC1E 6BT, UK.
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Abstract

This pilot study aimed to develop a tool and methodology for measuring client satisfaction in UK National Health (NHS) Stop Smoking Services (SSS). A brief postcard questionnaire (measuring overall satisfaction with the service, willingness to recommend the service to others and smoking status) and a complete questionnaire (with 20 additional items measuring satisfaction with specific elements of the service) were developed. An NHS SSS mailed the postcard to 298 clients who had set a quit date in the previous quarter, they mailed the complete questionnaire to a subsample of 99 clients. Overall 34% (100/298) of those surveyed responded: 30% (90/298) for the card and 25% (25/99) for the questionnaire (15 people responded to both). Intraclass correlation coefficients (ICC) were found to be acceptable for both the overall service satisfaction item (ICC value = .43, p = .05) and the item regarding recommending the service to others (ICC-value = .83, p < .001). Hence the tool had reliability and at least face validity and the survey methodology proved practicable. The small modifications made to service delivery and the need for future research are discussed.

Keywords

stop smoking serviceclient satisfactionpilot survey
Type
Articles
Information
Journal of Smoking Cessation , Volume 4 , Issue 1 , 01 May 2009 , pp. 52 - 58
Copyright
Copyright © Cambridge University Press 2009

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