Consumer Satisfaction with CMHC Services

Published In: Community Mental Health Journal, v. 33, no. 2, 1997, p. 123-131

Posted on on January 01, 1997

by Greer Sullivan, Karen Spritzer

Describes the relationship between consumer satisfaction with community mental health clinic (CMHC) services and patterns of outpatient service use that was assessed by a survey of 210 mostly African-American schizophrenics in Mississippi. Subjects who did not identify the CMHC as their primary source of outpatient mental health care were less satisfied. They were more likely to be white, single and to seek care from other sources. Among the others, satisfaction was not associated with type, variety, or frequency of services. The clinics offered similar services, so the differences in consumer satisfaction suggest that the qualities of the clinic itself may influence consumer satisfaction.

This report is part of the RAND Corporation External publication series. Many RAND studies are published in peer-reviewed scholarly journals, as chapters in commercial books, or as documents published by other organizations.

Our mission to help improve policy and decisionmaking through research and analysis is enabled through our core values of quality and objectivity and our unwavering commitment to the highest level of integrity and ethical behavior. To help ensure our research and analysis are rigorous, objective, and nonpartisan, we subject our research publications to a robust and exacting quality-assurance process; avoid both the appearance and reality of financial and other conflicts of interest through staff training, project screening, and a policy of mandatory disclosure; and pursue transparency in our research engagements through our commitment to the open publication of our research findings and recommendations, disclosure of the source of funding of published research, and policies to ensure intellectual independence. For more information, visit

The RAND Corporation is a nonprofit institution that helps improve policy and decisionmaking through research and analysis. RAND's publications do not necessarily reflect the opinions of its research clients and sponsors.