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The Utility of Consumer Satisfaction Data: A Case Study in Organizational Behaviour Management

Published online by Cambridge University Press:  16 June 2009

Derek Milne  and
Stephanie Kennedy
Derek Milne
Affiliation:
St Georges Hospital, Morpeth and The University of Newcastle upon Tyne
Stephanie Kennedy
Affiliation:
Prestwich Hospital, Manchester
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Abstract

Despite considerable cajoling and some good results, behavioural psychotherapists have remained predominantly intra-personal in the focus of their research. Analysis of the wider environmental determinants of the behaviours that concern them have been few, and there has been no upwards trend. This is problematic in that it fails to exploit the full scope of behaviourism, limiting practitioners and their efficiency. The present analysis concerns one kind of systems-level work, the use of data to guide a psychiatric day hospital service. Although limited in rigour and scope, it nonetheless indicates a ready and promising “generalization” of behaviour therapy from the individual to the system. The study also illustrates how the emerging behavioural assessment principle of “treatment utility” can be analysed.

Type
Clinical Section
Information
Behavioural and Cognitive Psychotherapy , Volume 21 , Issue 3 , July 1993 , pp. 281 - 291
Copyright
Copyright © British Association for Behavioural and Cognitive Psychotherapies 1993

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