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dc.contributor.authorMay, Sylviaen_UK
dc.contributor.authorMcEwen, Andyen_UK
dc.contributor.authorArnoldi, Helenen_UK
dc.contributor.authorBauld, Lindaen_UK
dc.contributor.authorFerguson, Janeten_UK
dc.contributor.authorStead, Martineen_UK
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 Pressen_UK
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.subjectSmoking cessation programsen_UK
dc.subjectNicotine addiction Treatmenten_UK
dc.subjectConsumer satisfactionen_UK
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.embargoreason[Measure Client Satisfaction - J Smkg Cess.pdf] The 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.en_UK
dc.citation.jtitleJournal of Smoking Cessationen_UK
dc.type.statusVoR - Version of Recorden_UK
dc.contributor.affiliationSmoking Cessation Service Research Networken_UK
dc.contributor.affiliationUniversity College Londonen_UK
dc.contributor.affiliationBath & North East Somerset Stop Smoking Serviceen_UK
dc.contributor.affiliationInstitute for Social Marketingen_UK
dc.contributor.affiliationSocio-Management - LEGACYen_UK
dc.contributor.affiliationInstitute for Social Marketingen_UK
rioxxterms.typeJournal Article/Reviewen_UK
local.rioxx.authorMay, Sylvia|en_UK
local.rioxx.authorMcEwen, Andy|en_UK
local.rioxx.authorArnoldi, Helen|en_UK
local.rioxx.authorBauld, Linda|en_UK
local.rioxx.authorFerguson, Janet|en_UK
local.rioxx.authorStead, Martine|0000-0002-3066-4604en_UK
local.rioxx.projectInternal Project|University of Stirling|
local.rioxx.filenameMeasure Client Satisfaction - J Smkg Cess.pdfen_UK
Appears in Collections:Faculty of Health Sciences and Sport Journal Articles

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