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Appears in Collections:Faculty of Health Sciences and Sport Journal Articles
Peer Review Status: Refereed
Title: How to measure client satisfaction with stop smoking services: A pilot project in the UK National Health Service
Authors: May, Sylvia
McEwen, Andy
Arnoldi, Helen
Bauld, Linda
Ferguson, Janet
Stead, Martine
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Keywords: Stop smoking service
Client satisfaction
Pilot survey
Issue Date: May-2009
Publisher: Cambridge University Press
Citation: May S, McEwen A, Arnoldi H, Bauld L, Ferguson J & Stead M (2009) How to measure client satisfaction with stop smoking services: A pilot project in the UK National Health Service, Journal of Smoking Cessation, 4 (1), pp. 52-58.
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.
Type: Journal Article
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Rights: The publisher has not yet responded to our queries therefore this work cannot be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study. Publisher policy allows this work to be made available in this repository. Published in Journal of Smoking Cessation / Volume 4 / Issue 01 / May 2009, pp 52-58 Copyright © Cambridge University Press 2009. The original publication is available at:
Affiliation: Smoking Cessation Service Research Network
University College London
Bath & North East Somerset Stop Smoking Service
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