Counting for Something : Effective User Feedback in Mental Health Services Book

	List of contributors
	Foreword
	Acknowledgements
	Introduction: Listening to the Voices of Experience	1
1	Consumer Feedback: What is Useful and Acceptable to Users	9
2	Consumer Surveys: An Overview	15
3	Obtaining the Customer's View Using the CASPE Patient Satisfaction System	25
4	User Input into Total Quality Management: The Critical Incident Technique	33
5	Consumers and the QUARTZ System	43
6	The Inside Quality Assurance Programme	53
7	Quality for People - Working in Partnership	61
8	Power, Change and Mediation as Issues in Quality Assurance	67
9	The User Perspective on Mental Health Services: its Value and Limitations	79
10	What Does it Mean to Have User Participation in Planning?	89
11	User Views - From a Provider's Viewpoint	97
12	Contracting for Mental Health Services: The Place of User's Views	105
13	Purchasing for People	113
14	The Role of Pressure Groups in Creating Change	119
15	Training Mental Health Providers in the 1990s	125
16	Promoting User Feedback: District Strategies for Change	133
17	User Feedback and Organizational Change	141
	Bibliography	151