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Regional variation in service system performance: comparing the perceptions of key stakeholders
Systems and Psychosocial Advances Research Center Publications and Presentations
  • William H. Fisher, University of Massachusetts Medical School
  • Barbara Dickey, Harvard Medical School
UMMS Affiliation
Department of Psychiatry
Publication Date
Document Type
Efficiency, Organizational; *Health Care Rationing; Health Services Accessibility; Massachusetts; Mental Health Services; Perception; Program Evaluation; Quality of Health Care; *Small-Area Analysis

Area variation studies rarely focus on perceptions of service system performance in their comparative analyses. Using an instrument designed specifically for assessing key stakeholders' perceptions of the performance of mental health service delivery systems, this study compared three areas in Massachusetts that differ significantly with regard to service system structure and resource allocation. Despite these differences, key stakeholders' perceptions of service adequacy, availability, quality, and coordination did not vary substantially, although the findings suggest that to some extent organizational structure may have more effect than resource availability and allocation on perceptions of key stakeholders within the three systems. These differences were also of far less magnitude than differences in hospitalization rates and other more traditional measures of service system performance. The authors argue that stakeholders' perceptions should be considered, along with other standard performance measures, in evaluating service system performance.

DOI of Published Version
J Ment Health Adm. 1995 Winter;22(1):68-76. DOI: 10.1007/BF02519199
Related Resources
Link to Article in PubMed
PubMed ID
Citation Information
William H. Fisher and Barbara Dickey. "Regional variation in service system performance: comparing the perceptions of key stakeholders" Vol. 22 Iss. 1 (1995) ISSN: 0092-8623 (Linking)
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