Please use this identifier to cite or link to this item:
Full metadata record
DC FieldValueLanguage
dc.contributor.authorMay, Sylvia-
dc.contributor.authorMcEwen, Andy-
dc.contributor.authorArnoldi, Helen-
dc.contributor.authorBauld, Linda-
dc.contributor.authorFerguson, Janet-
dc.contributor.authorStead, Martine-
dc.description.abstractThis 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.en_UK
dc.publisherCambridge University Press-
dc.relationMay 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.-
dc.rightsThe 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:
dc.subjectStop smoking serviceen_UK
dc.subjectClient satisfactionen_UK
dc.subjectPilot surveyen_UK
dc.subject.lcshSmoking cessation programs-
dc.subject.lcshNicotine addiction Treatment-
dc.subject.lcshConsumer satisfaction-
dc.titleHow to measure client satisfaction with stop smoking services: A pilot project in the UK National Health Serviceen_UK
dc.typeJournal Articleen_UK
dc.rights.embargoreasonThe publisher has not yet responded to our queries. This work cannot be made publicly available in this Repository therefore there is an embargo on the full text of the work.-
dc.citation.jtitleJournal of Smoking Cessation-
dc.type.statusPublisher version (final published refereed version)-
dc.contributor.affiliationSmoking Cessation Service Research Network-
dc.contributor.affiliationUniversity College London-
dc.contributor.affiliationBath & North East Somerset Stop Smoking Service-
dc.contributor.affiliationInstitute for Social Marketing-
dc.contributor.affiliationInstitute for Social Marketing-
Appears in Collections:Faculty of Health Sciences and Sport Journal Articles

Files in This Item:
File Description SizeFormat 
Measure Client Satisfaction - J Smkg Cess.pdf131.49 kBAdobe PDFUnder Permanent Embargo    Request a copy

This item is protected by original copyright

Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.

If you believe that any material held in STORRE infringes copyright, please contact providing details and we will remove the Work from public display in STORRE and investigate your claim.