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November 1972

Service Quality Profile: Development of a Technique for Measuring Quality of Mental Health Services

Author Affiliations

Buffalo, NY
From the Department of Psychiatry, State University of New York at Buffalo.

Arch Gen Psychiatry. 1972;27(5):692-698. doi:10.1001/archpsyc.1972.01750290098016

Mental health service quality is divided into nine variables. These are physical environment, administrative structure and procedures, staff training and qualifications, staff commitment and morale, patient integrity and safety, appropriateness of treatment, patient satisfaction, short-term outcome, and relative cost.

The Service Quality Profile consists of an agency's scores for each of the variables. Work is in progress on appropriateness of treatment, patient satisfaction, and short-term outcome. Use of the Service Quality Profile can considerably strengthen the capability of public administrators and community representatives to allocate resources in a rational manner.