uSPEQ® News

PATHWAYS, INC., FINDS uSPEQ® IS KEY TO IMPROVING PERFORMANCE AND SERVICE QUALITY

uSPEQ QUESTIONNAIRE AND DATA SERVICES SYSTEM EQUIPS BEHAVIORAL HEALTH PROVIDER WITH INFORMATION ABOUT CONSUMER EXPERIENCES

Tucson, Arizona -- November 28, 2006 -- Citing the comprehensive nature, flexibility, and user-friendly presentation of the uSPEQ questionnaire and data services, a New Mexico behavioral health provider says uSPEQ reports a clear picture of its consumers' experiences with services.

"The information we gain from uSPEQ is key to improving our organization's performance and service quality," said Donald R. Naranjo, Ph.D., CPRP, executive director of Pathways, Inc., a private, nonprofit organization serving more than 600 adults yearly for mental illness and alcohol and substance abuse in the Albuquerque area.

The uSPEQ (pronounced you speak) consumer survey is an opportunity for consumers to voice their experiences with services by responding to an anonymous and confidential questionnaire. The quarterly and annual reports of summary statistics of the survey data are meaningful methods for a provider to hear what is important to the persons it serves.

"When evaluating outcomes, we are not only concerned with clinical results, but also with the satisfaction of each consumer's experiences with our services," Naranjo said. "uSPEQ's four domains -- access, process, structure, and outcomes -- capture a comprehensive picture of the experiences of individuals receiving services. In addition, the uSPEQ questionnaire permits us to tailor questions to our unique services and populations we serve."

"Moreover, uSPEQ's periodic reports are presented in a logical, user-friendly format," Naranjo added. "Pathways' four service teams can easily analyze, interpret, and use the data. This allows us to identify and reinforce our strengths and take immediate action in areas that could be improved."

CARF developed uSPEQ over a decade of research and analysis and with the input of many diverse stakeholders, including persons served. Before launching uSPEQ, CARF conducted a pilot study at fourteen test sites to ensure that its psychometric properties were sound. "We previously used a satisfaction survey that was developed in-house, but we had no way of confirming its validity, objectivity, or accuracy. With uSPEQ, we are satisfied that our data are significant, sound, and can be readily applied in our consumer service activities," Naranjo said.

"Our purchasers of our services are also pleased with the data on consumer experiences that uSPEQ provides. uSPEQ feedback demonstrates we are accountable for the funds entrusted to us. In the future, we look forward to comparing Pathways' data with organizations similar to ours," Naranjo concluded.

More uSPEQ information, including the questionnaire and data services' benefits and costs, can be found at www.uspeq.org.

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