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User Satisfaction Survey - Personality Disorder Service

This study has been completed.
Information provided by:
Queen's University Identifier:
First received: September 9, 2005
Last updated: March 10, 2015
Last verified: March 2015
Can we improve our community partners satisfaction with a change in how psychiatric consultations are delivered to their clients by our psychiatrist? This survey of users of the service will compare the level of satisfaction before(retrospectively) to after the way the service is provided is changed.

Condition Intervention
Borderline Personality Disorder Procedure: consultation format

Study Type: Interventional
Study Design: Intervention Model: Single Group Assignment
Masking: None (Open Label)
Official Title: Survey of the Consultation Service of the Providence Continuing Care Centre Personality Disorder Service Users Satisfaction With the Change in Service Delivery

Resource links provided by NLM:

Further study details as provided by Queen's University:

Primary Outcome Measures:
  • eight item user satisfaction survey on receipt of the consult report [ Time Frame: in the year before and after the change in interview format ]

Secondary Outcome Measures:
  • demographic factors of the respondents as relate to their satisfaction at time of survey [ Time Frame: at the time of suvey completion ]

Enrollment: 100
Study Start Date: November 2002
Study Completion Date: April 2004
Detailed Description:

As part of the personality disorder services continuing quality improvement enterprise we sought to review the impact of restructuring on the satisfaction of service community partners with our changed consultation service.

The consultation service was changed as the result of administrative review,part of a larger institution wide process. To review how this change was perceived by agency and individual care providers those who had received consult reports from the last fifty consultations were surveyed about their satisfaction and compared prospectively to the satisfaction of the agencies and individual care providers of clients receiving the next fifty consultations delivered in the new format.

The administrative review had indicated that the consultation reports were unnecessarily comprehensive and in the process time consuming and thereby interfered with timely access to appointments and involved excessive turn around time in the generation of reports. A new streamlined approach using a fill in the blanks type form and brief cover letter and the use of a follow up phone call to the main care giver the same day was devised to address these concerns.

Satisfaction in regards to advice received, length of the report, waiting times for the appointment and for the delivery of the report,legibility and overall satisfaction were surveyed. The satisfaction with telephone feed back was also surveyed.


Ages Eligible for Study:   16 Years and older   (Child, Adult, Senior)
Sexes Eligible for Study:   All
Accepts Healthy Volunteers:   No

Inclusion Criteria:

  • clients referred to the Personality disorder service

Exclusion Criteria:

  • self referred clients
  Contacts and Locations
Choosing to participate in a study is an important personal decision. Talk with your doctor and family members or friends about deciding to join a study. To learn more about this study, you or your doctor may contact the study research staff using the Contacts provided below. For general information, see Learn About Clinical Studies.

Please refer to this study by its identifier: NCT00202202

Canada, Ontario
Providence Care Mental Health Services
Kingston, Ontario, Canada, K7L 4X3
Sponsors and Collaborators
Queen's University
Principal Investigator: Stephen H McNevin, md Queens University
  More Information Identifier: NCT00202202     History of Changes
Other Study ID Numbers: PDS001
Study First Received: September 9, 2005
Last Updated: March 10, 2015

Keywords provided by Queen's University:
personality disorder
user satisfaction

Additional relevant MeSH terms:
Personality Disorders
Borderline Personality Disorder
Pathologic Processes
Mental Disorders processed this record on August 18, 2017