Bureau of Substance Abuse Services (BSAS) Client Satisfaction System

Dates: 2015-2016

State: Massachusetts

Client(s): Massachusetts Department of Public Health (DPH)

Services: Health Care & Public Health Planning, Applied Research & Evaluation

Technical Expertise: Healthy Communities, Substance Use


Determining what consumers value when they receive health care services is an important activity in helping to improve the quality of those services. JSI worked closely with the Massachusetts Bureau of Substance Abuse Services (BSAS) to develop, implement, and analyze results from a consumer/client satisfaction tool. JSI collaborated with the Performance Management Advisory Group of consumers and providers, convened by BSAS, throughout the development process. JSI reviewed existing consumer feedback, and engage consumers to solicit feedback as we developed topics and content for the tool. JSI also researched a range of client satisfaction tools in addition to those preliminary tools that have been identified (e.g., CT DMHAS Consumer Survey, MHSIP Consumer Satisfaction Survey).

We anticipate this consumer/client satisfaction tool will focus on indicators such as: access to care, quality/appropriateness of care, general health and safety (e.g., cleanliness), quality of food, and quality of physical space. With respect to implementation, JSI took into consideration the varying lengths of the different programs, as well as the fact that some programs are outpatient while others are inpatient. JSI considered various modes of data collection and also determined the most appropriate point during a consumer's course of treatment to complete the survey. Dissemination of results are in progress.