Beschreibung:
<jats:sec><jats:title>Background</jats:title><jats:p>This paper outlines a multi-method’ process for developing a satisfaction questionnaire (SQ) for completion by service users. Satisfaction is a mark of service quality. Both health and social care services are required to evidence this. Working collaboratively with those who use our services is essential for achieving transformation in healthcare.</jats:p></jats:sec><jats:sec><jats:title>Aim</jats:title><jats:p>In developing a SQ, the aim was to collaboratively identify key quality criteria of most importance to service users and carers.</jats:p></jats:sec><jats:sec><jats:title>Method</jats:title><jats:p>In the absence of a gold standard methodology for developing a SQ, we developed an iterative multimethod’ phased process. Phase 1 involved a focus group, attended by service users and carers (<jats:italic>n</jats:italic> = 20). Participants at the focus group developed a preliminary list of quality criteria. Phase 2 involved a review of existing feedback questionnaires to supplement our quality criteria, including the Friends & Family Test. Phase 3 aimed to build consensus to refine the criteria, using a process informed by the Delphi technique with participants from a service user forum. The final phase of refinement is now underway.</jats:p></jats:sec><jats:sec><jats:title>Results</jats:title><jats:p>Preliminary findings highlight the key quality indicators of a high-quality service, as defined by service users and carers.</jats:p></jats:sec><jats:sec><jats:title>Conclusion</jats:title><jats:p>It is useful to adopt and develop an iterative multi-method’ approach involving co-production and consensus building in developing a valid and meaningful SQ.</jats:p></jats:sec>