How to measure client satisfaction with stop smoking services: A pilot project in the UK National Health Service

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. http://www.atypon-link.com/AAP/doi/abs/10.1375/jsc.4.1.52; https://doi.org/10.1375/jsc.4.1.52

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.

Keywords
Stop smoking service; Client satisfaction; Pilot survey; Smoking cessation programs; Nicotine addiction Treatment; Consumer satisfaction

Journal
Journal of Smoking Cessation: Volume 4, Issue 1