Development, internal consistency and reliability of the Verona Service Satisfaction Scale – European Version

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Abstract
Background Satisfaction with mental health services is an importantquality and outcome variable. The Verona Service Satisfaction Scale (VSSS) is a well-established method for measuiring service satisfaction. Aim To report the development and reliability study of the European Version of the VSSS (VSSS-EU). Method A sample of people with schizophrenia on the case-load of local mental health services in the five European participating countries was assessed. The VSSS-EU was administered at one site in each country at two points in time. Internal consistency and test-retest reliability were assessed and compared between the five sites. Results The α coefficient for the VSSS-EU total score in the pooled sample was 0.96 (95% CI0.94-0.97) and ranged from 0.92 (95% CI0.60-1.00) to 0.96 (95% CI 0.93-0.98) across the sites. Test-retest reliability for VSSS-EU total score, pooled over sites, was 0.82 (95% CI0.78-0.85) and ranged from 0.73 (95% CI0.6-0.86) to 0.93 (95% CI0.89-0.97) across the sites. Conclusion VSSS-EU is a reliable instrument for measuring service satisfaction in people with schizophrenia, for usein comparative cross-national research projects and in routine clinical practice in mental health services across Europe.