Evaluation of Client Satisfaction in a Community Health Centre: Selection of a Tool

Community health centres (CHCs) have emerged as sites in which services based on a primary health care (PHC) model are delivered. In the evaluation of the newly established Northeast CHC in Edmonton, Alberta, client satisfaction was a significant part of the evaluation component on community participation. A reliable and valid tool was sought to measure the dimensions of client satisfaction appropriate for a CHC that is based on the principles of PHC. Using criteria established to assist the evaluators in choosing an appropriate tool, the Service Satisfaction Scale was selected because it was comprehensive, appropriate, and psychometrically acceptable. Refinement on the basis of client and provider input led to a revised client satisfaction tool that is currently being tested. The authors suggest that, congruent with the PHC model, a multimethod approach that incorporates focus groups and individual interviews should be employed in evaluation of client satisfaction to add useful information about client perspectives.