Assessment of Patient, Family and Staff Satisfaction in a Mental Health Service

Abstract

Psychosocial Care Centers (CAPS) provide care to people with psychiatric disorders and aim to reinsert them into the community. Assessing these services is important to maintaining quality. This study assessed the satisfaction level of 84 patients, 84 family caregivers and 67 professionals from a large center of mental health care center (CAPS-III). Structured interviews were individually held by applying the Satisfaction with Mental Health Services Scales (SATIS-BR) and socio-demographic questionnaires. Overall scores were high for family caregivers and moderate for the patients and professionals. The family caregivers were satisfied with all the service's dimensions; patients were satisfied with help received, and professionals were satisfied with their relationships with co-workers. Patients were dissatisfied with the service's infrastructure, while professionals were dissatisfied with working conditions and infrastructure. The results indicate a need for investment in the service's infrastructure and to improve working conditions.

Evaluation of family caregiver satisfaction with a mental health inpatient service

“…These results are in line with those previously reported in Brazilian studies that evaluated the satisfaction of family members through the SATIS-BR questionnaire and investigated the satisfaction of caregivers of patients assisted in outpatient mental health services. [19][20][21][22][23][24][25] The results also corroborate those found by the National Program of Hospital and Psychiatry Assessment (Programa Nacional de Avaliação dos Serviços Hospitalares -PNASH 2012/2014), in which the hospital where this study was performed received high scores after being evaluated for technical requirements and user satisfaction. 30 Some international studies, however, have found lower rates of family satisfaction.…”

“…35 Furthermore, in some situations, the satisfaction levels observed are not only related to the quality of services, since high These data suggest that the relatives studied found greater satisfaction regarding the treatment given to the patients, considering that this treatment was necessary to the patient and was helping them to deal more efficiently with their problems. [19][20][21][22][23][24][25] These aspects were also widely cited in qualitative data as factors of higher family satisfaction. However, the 'Privacy and confidentiality' factor, associated with physical conditions and comfort of the service, showed lower levels of satisfaction, and these factors were more often reported when the participants were asked about the aspects that would need to be improved in the units.…”

“…In the Brazilian context, there are still few studies that evaluate the satisfaction of family caregivers with mental health services using valid measures of scales to gauge satisfaction. [19][20][21][22][23][24][25] In particular, only one study has been found that evaluates the satisfaction of family members in the context of inpatient units, 22 and it was conducted in community services. Therefore, this study aims to evaluate the satisfaction of family caregivers with a mental health inpatient service in Brazil.…”

Factors Associated with Satisfaction with a Community Mental Health Service

“…Even though the importance of considering the perspective of patients when assessing mental health services has been recognized, as has the fact that a satisfaction measure is an indicator of quality, studies assessing levels of patient satisfaction have been unequally conducted (Bandeira & Silva, 2012;Perreault, Rousseau, Provencher, Roberts, & Milton, 2011;Resende, Bandeira, & Oliveira, 2016;Silva, 2014). Patients compose the most frequently addressed group, at the expense of family members and workers (Leal, Bandeira, & Azevedo, 2012;Perreault et al, 2011).…”

“…Patients compose the most frequently addressed group, at the expense of family members and workers (Leal, Bandeira, & Azevedo, 2012;Perreault et al, 2011). Additionally, there are few studies including multiple perspectives, that is, simultaneously assessing the perspectives of all those involved: patients, families, and professionals, when assessing the same service (Camilo, Bandeira, Leal, & Scalon, 2012;Resende et al, 2016;World Health Organization [WHO], 2001). There are also few studies addressing the factors associated with satisfaction with services using multiple regression analysis.…”