uSPEQ® News

CARF LAUNCHES uSPEQ® TO GATHER CONSUMER FEEDBACK ABOUT HUMAN SERVICE PROVIDERS

NEW REPORTING SYSTEM A 'POWERFUL VOICE' FOR CONSUMERS AND TOOL FOR PROVIDERS

Tucson, Ariz. -- April 3, 2006 -- CARF, a 40-year-old international accreditor of human services, today introduced uSPEQ (pronounced You Speak), a confidential, anonymous, and scientifically tested consumer reporting system.

uSPEQ gathers consumer opinions on experiences and satisfaction with programs, services, and providers via an online or paper questionnaire. This consumer survey can be used by any health, human service, employment, aging services, or residential provider for quality improvement, outcomes management, performance measurement, strategic planning, and marketing. uSPEQ's crosscutting nature makes it valid in any setting or program. CARF accreditation is not necessary.

"uSPEQ raises a powerful voice for consumers and provides valuable information to providers serving them," said Brian J. Boon, Ph.D., CARF president/CEO. "uSPEQ provides an opportunity for consumers to voice their satisfaction and experiences as well as their needs for advocacy. In turn, uSPEQ presents an opportunity for providers to improve their services by hearing from the persons they serve. The reporting system also provides data for future benchmarking and comparative analysis of the consumer experience."

uSPEQ grew out of a decade of CARF's extensive work on performance indicators. In developing uSPEQ, CARF was guided by feedback from providers, service payers, public agency representatives, researchers, and persons served by human service providers. The uSPEQ data set covers consumer experiences with service responsiveness, informed choice, respect, participation, and overall value.

Pilot survey data from 14 diverse provider organizations were analyzed to assess the survey instrument's psychometric properties. Correlational analysis, exploratory factor analysis, item response theory (Rasch modeling), and reliability analysis (Cronbach's Alpha), among other statistical procedures, were used to assess uSPEQ's validity and reliability, refine the instrument item set, and ensure representation of the important constructs uSPEQ measures.

Originally named the Uniform Service Participant Experience Questionnaire, the questionnaire is only one part of the uSPEQ system. A basic subscription also includes customization, training, consultation, and periodic reports. Customization allows tailoring of uSPEQ services to subscribers' unique needs. Training and consultation provide support, and periodic reports provide statistical summaries of consumer feedback. Additional services, such as advanced technical consultation and reporting, are also available.

For more information or to subscribe, call uSPEQ toll free at 888.877.3788 voice/TTY, write to info@uspeq.org.

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