You have been asked by a nonprofit agency to evaluate client satisfaction with various types of clinical services. The agency serves approximately 2,000 clients and offers several services, including individual psychotherapy, family therapy, group therapy, medical services, and case management to help identify resources for support, employment, etc. Clients include those with general mental health needs (75%) and some specifically involved in substance use disorder treatment activities (25%). Ages of clients range: 5% are aged 0-10 years, 40% are aged 11-18 years, 35% are aged 19-30 years, 15% are aged 31-50 years, and 5% are aged 51 years or older. Of those with general mental health needs, approximately 30% receive individual psychotherapy, 30% receive individual psychotherapy plus medical management, 10% receive individual plus family therapy, 15% receive family therapy only, and 15% receive medical management only. Of those in substance use disorder treatment (only those aged 11 years or older), every client receives individual, group, and medical management. Also, all clients of the agency work with a case manager. How would you go about planning a systematic process to evaluate client satisfaction with services? Clearly describe the “who,” “what,” and “how” of the process.
