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dc.contributor.advisorVan Rensburg, Prof. E.
dc.contributor.authorVan der Merwe, Ernst Jan
dc.date.accessioned2017-10-24T13:02:23Z
dc.date.available2017-10-24T13:02:23Z
dc.date.issued2016
dc.identifier.urihttp://hdl.handle.net/10394/25922
dc.descriptionPhD (Psychology), North-West University, Potchefstroom Campus, 2017en_US
dc.description.abstractThis study, presented in article format, contributed to the development of the science and practice of psychological treatment, specifically in the South African multicultural context, through (i), a first-phase exploration of the validity of scales, mainly developed in a Western context, for applicability of measurement of facets of clients’ expectation and satisfaction with psychological treatment in the South African context (manuscript 1); (ii) an exploration of patterns or the nature of client expectations and satisfaction with psychological treatment in South Africa (manuscript 2), and (iii), the relationship between clients’ expectations and satisfaction with psychological treatment in the South African context (manuscript 3). Section C, the critical reflection provides guidelines for use in practice to enhance psychological treatment through the patient experience construct. The aim of the first article was to do a first-phase screening of psychometric properties of two scales measuring facets of client expectations and satisfaction with psychological treatment in a South African context. These scales were developed in a predominantly Western context, and measures facets of cognitive, affective, conative, and social client expectation and satisfaction with psychological treatment. Data gathered included 204 participants from different cultural contexts in the North-West and Gauteng provinces in South Africa. The data comprised a convenience sample of 120 participants from the Gauteng province and 84 participants from North-West. All were adult clients from independent practicing psychologists in the North-West and Gauteng provinces. Reliability and validity of scales for use in a South African context were reported. Results indicated that the reliability and validity of scales were acceptable for use in specific subgroups. It was concluded that the Milwaukee Psychotherapy Expectations Questionnaire (MPEQ 2011) and the Satisfaction with Therapy and Therapist Scale (STTS-R 1999) are valid and reliable in a South African context. The second article explored the nature and patterns of clients’ expectations of and satisfaction with psychological treatment in the South African context. Secondary factor analyses were conducted on data obtained, comprising 204 participants. Questionnaires measured facets of affective, conative, emotional, and interpersonal client expectation and satisfaction with psychological treatment. Similarities and differences in patterns of client expectations and satisfaction with psychological treatment were found. Implications for models of client expectations and satisfaction with psychological treatment were indicated. Implications for models of client expectations and satisfaction with psychological treatment and interventions to enhance clients’ expectation and satisfaction with psychological treatment were indicated. In the third article, the researchers aimed to determine whether correlations between clients’ expectations and their satisfaction were significant. In this article, the researchers found that the correlations of the satisfaction components were high, indicating high correlation between Process and Outcome expectations with the Satisfaction construct. It was surmised that client satisfaction or dissatisfaction is a complex phenomenon linked to patients’ expectations and personal traits. Patient or client satisfaction is by nature multidimensional and the study confirms that a relationship exists between clients’ expectations and satisfaction with psychological treatment in South Africa. The critical reflection reviewed and evaluated the practical applicability of scientific knowledge from the domain of client satisfaction and expectations, with specific reference to application of the patient experience construct. It was shown that knowledge in the scientific domain of client satisfaction and expectations has great relevance for, and application possibilities on an individual, organisational, as well as a public policy level. Applications were found in various contexts (such as education, psychotherapy, organisations, and health promotion). Several strategies for enhancement of facets of client expectations and satisfaction with psychological treatment were highlighted. A central supposition across the different studies reported in this thesis (articles 1 through 3), was that cultural contexts and variables certainly need to be taken into account in research and practice of client expectations and satisfaction. Despite the major developments in the scientific domain of the patient experience construct, its theories and applications have mainly been developed and explored in a Western context, and further research is necessary, specifically in the African context. Several recommendations for future research were made.en_US
dc.language.isoenen_US
dc.publisherNorth-West University (South Africa) , Potchefstroom Campusen_US
dc.subjectClienten_US
dc.subjectPatienten_US
dc.subjectSatisfactionen_US
dc.subjectPsychotherapyen_US
dc.subjectPsychological treatmenten_US
dc.subjectExpectationsen_US
dc.subjectHealth careen_US
dc.subjectKliënten_US
dc.subjectPasiënten_US
dc.subjectTevredenheiden_US
dc.subjectPsigoterapieen_US
dc.subjectPsigologiese behandelingen_US
dc.subjectVerwagtingeen_US
dc.subjectGesondheidsorgen_US
dc.titleClient expectations and satisfaction with psychological treatmenten_US
dc.typeThesisen_US
dc.description.thesistypeDoctoralen_US


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