EXPLORING THE LINK BETWEEN SERVICE QUALITY AND OUTCOMES - PARENTS ASSESSMENTS OF FAMILY SUPPORT PROGRAMS

Relationships among consumer-generated quality factors, satisfaction, and outcome measures were examined for family support services provide d by Michigan's public mental health system Parents focused on structu ral and procedural aspects of program accessibility and attended less to program administration issues. Parents who gave the services the hi ghest quality ratings also were the most satisfied with services, saw the services as more effective, had fewer family problems, and rated t heir time and child-related resources as more adequate. Implications f or evaluation practice are discussed.