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Client satisfaction measurement
To understand how our care is experienced, U-center regularly measures client satisfaction at different moments during treatment. These insights help us identify what works well and where improvements are needed, so we can continue to adapt our care to the needs of our clients.
Treatment effect in 14 weeks
At U-center, we measure the effect of our treatment at different points in time. Among other things, we chart the results by comparing the complaint level before the start of treatment with the complaint level after the conclusion of the 14-week program.
The treatment effect is measured through validated questionnaires. In this way we measure whether our treatment results in a decrease in our clients' complaints.
The treatment effect in the form of complaint reduction is expressed in 'Delta T'. U-center's average treatment effect in recent years is above the national average in the mental health sector (7.4 in 2019).
Long-term treatment effects
Of course, U-center also examines how our clients fare in the long term. For example, the measurement process runs for up to a year after treatment. Clients fill out the same questionnaires again at set periods of time. In this way we gain insight into the course of the general complaint level of our population.
The graph to the right shows the 2020 treatment outcome from the premeasurement (VM), immediately after the inpatient phase (TM), after the outpatient phase (NM), 4 months later (FU1), 8 months (FU2) and 12 months later (FU3). A substantial decrease in symptoms occurs in the inpatient phase, which (understandably) increase slightly in the outpatient phase when people start to put into practice what they have learned at home. Thereafter, improvement continues to occur until the last measurement moment 1 year after the conclusion of treatment and our clients function again at a healthy level.
Client Satisfaction
We measure client satisfaction at several moments, using both quantitative scores and open feedback. Client satisfaction is assessed in two ways.
Client Satisfaction survey
First, we use an internal questionnaire that is completed at the end of the clinical treatment: the Client Satisfaction survey. Clients are asked to rate various aspects of their stay, including the content of the treatment and the facilities. Open comments are regularly discussed within the management team. We value the feedback we receive, as these insights help us further improve our care and services.
Consumer Quality Index
In addition to the internal questionnaire, clients are asked to complete the Consumer Quality Index (CQi) at the end of their treatment program. This is a standardized methodology for measuring, analyzing and reporting client experiences in healthcare through an anonymous written/online questionnaire.
