Scale Analysis and Purpose

The Verona Service Satisfaction Scale (VSSS-54) is a psychometric personality test. It is a self-administered measurement scale designed to assess the satisfaction of patients and their relatives with mental health services. It was developed by Ruggeri and Dall’Agnola in 1993 in Verona.

Question Calibration

The Verona Satisfaction Scale includes 54 questions, which are answered using a 5-point Likert scale ranging from 1 (Terrible) to 5 (Excellent), with alternating direction to avoid response bias.

Statistical Analysis

The VSSS consists of three sections:
In the first section, the questions are quantitatively evaluated.
In the second section, respondents are invited to give spontaneous responses regarding their satisfaction, such as “What I liked most was…” or “What I liked least was…”. These questions explore a subdomain of satisfaction related to the respondents’ emotions about the most memorable episodes and their experiences with mental health services.
Finally, respondents are asked to rate, using the same Likert scale, their satisfaction with the aspects they identified as most important for the provision of satisfactory care in the Verona Expectations for Care Scale (VECS).

Validity and Reliability

The VSSS is recognized across Europe as the most suitable questionnaire for measuring the satisfaction levels of patients and their relatives with community-based mental health services.
Authors: Ruggeri & Dall’Agnola, 1993

References

Ruggeri, M., & Dall’Agnola, R. (1993). The development and use of the Verona Expectations for Care Scale (VECS) and the Verona Service Satisfaction Scale (VSSS) for measuring expectations and satisfaction with community-based psychiatric services in patients, relatives and professionals. Psychological Medicine, 23(2), 511–523.
Tags: Satisfaction, Clinical Psychology