Graduate Research Papers


Open Access Graduate Research Paper


In the last several years, mental health providers have realized the importance of assessing the consumer's (client or patient) satisfaction with their services (Loff, Trigg, & Cassels, 1987). This is in part due to a legislative change regarding Community Mental Health Centers. The 1975 amendments to the Community Mental Health Center (CMHC) Act require centers to assess and evaluate (among other topics) the "acceptability of services" (Windle & Paschall, 1981). While governmental programs have been mandated to become more accountable, even private agencies have felt some pressure to show whether clients are satisfied with the counseling provided (Royse, 1985). Today, consumer satisfaction surveys are a standard part of the practice of many mental health facilities (Lebow, 1982a). Lebow has stated the convergence of several factors including the increasingly frequent use of mental health program evaluation, the movement to a more consumer-oriented society, increased financing of treatment services by government and third-party payment, the broadened make-up of the clientele, and the ease of administration of measures of consumer satisfaction has resulted in this development.

Year of Submission


Degree Name

Master of Arts


Department of Educational Administration and Counseling

First Advisor

Robert T. Lembke


If you are the rightful copyright holder of this graduate research paper and wish to have it removed from the Open Access Collection, please submit a request to and include clear identification of the work, preferably with the URL.

Date Original


Object Description

1 PDF file (23 leaves)



File Format


Included in

Education Commons