Shows how evaluators can handle conflict and create, restore, and maintain conditions for an ongoing negotiation process using the example of a vocational rehabilitation project for psychiatric patients in which a conflict developed between management and therapists. (SLD)

The intensive case management service provided by a mental health consumer team of case managers was compared to services of nonconsumer case managers. Results from 91 clients with serious mental illness found significant differences in outcomes after a year only in the areas of patient satisfaction and contact with family. (SLD)

An 82-item multidimensional questionnaire, the Verona Service Satisfaction Scale, was recently developed in Italy to measure client satisfaction with psychiatric services. The scale contains 29 items from the English Service Satisfaction Scale. Psychometric characteristics and test use are discussed. Results support the use of the scale in service…

Three methods of designating everyday-dysfunction cases in the Colorado Social Health Survey are compared for a sample of 4,745 adults. The clinical judgment approach was chosen as the primary method of identification, with the statistical deviation criterion a backup. The patient criterion group approach was less useful. (SLD)