Moving beyond satisfaction surveys

Stream: Rapid Papers 1
Date: Thursday, 31 March 2016
Time: 3.30 pm – 4.45 pm


Consumer satisfaction surveys of drug and alcohol harm-reduction services are one means of incorporating consumers’ views into service delivery. The results of these surveys are often positively skewed and may not accurately reflect all consumers’ opinions. Therefore, face to face advisory groups may be a more effective way of integrating consumers’ views into service delivery. One hundred consumers of the Sydney Medically Supervised Injecting Centre (MSIC) engaged in a satisfaction survey, which included tick box and written response questions. The survey included questions about consumer participation and interest in being involved in a consumer advisory group, as MSIC is in the process of developing one. All quantitative questions were positively rated in relation to service delivery, but the written responses provided conflicting information about how the respondents viewed other MSIC consumers. On the one hand they negatively viewed other consumers’ antisocial behaviour, but on the other hand they appreciated that MSIC provides an environment that promotes positive socialisation among consumers. Nearly two thirds reported they would be interested in an advisory group, as it could help themselves, MSIC and their community. Despite MSIC consumers reporting they don’t always like each other’s behaviour, many socialise together and expressed a desire to help each other through the formation of an advisory group. It is envisioned this group will better reflect consumers’ needs and foster a sense of belonging among MSIC’s consumers. The group has been established using an action research methodology. This paper will report on the preliminary activities of the group.


Mark Goodhew (Presenter), Sydney MSIC
Mark is a registered nurse with over 20 years experience within mental health nursing. He currently works as the mental health nurse coordinator at The Sydney Medically Supervised Injecting Centre (MSIC) and is a PhD candidate at The University of Technology Sydney. His PhD project is investigating the formation of a consumer group that aims to enhance MSIC consumers' involvement in service delivery.

Jane Stein-Parbury, University of Technology Sydney
Professor Stein- Parbury has over 30 years experience as an academic. She is an experienced research degree supervisor and researcher. She has supervised degree students to completion. She has been a Chief Investigator on numerous competitively funded research projects and has authored peer-review articles. In addition, she was the previous chairperson of the UTS HREC.