Cross-cultural differences in the conceptualisation of patients' satisfaction with psychiatric services

Henderson, Claire; Hales, Heidi; Ruggeri, Mirella

doi:10.1007/s00127-003-0606-7

Cited by 29 publications

(16 citation statements)

References 16 publications

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“…The recommended cut-off score for dissatisfaction for each subscale is < 3.5 [12]. The VSSS has been validated in various international studies [47,48]. …”

Section: Methodsmentioning

confidence: 99%

Factors associated with hospital service satisfaction in a sample of Arab subjects with schizophrenia

Zahid

Ohaeri²,

Al-Zayed

2010

BMC Health Serv Res

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BackgroundAssessment of patients' satisfaction with health care services could help to identify the strengths and weaknesses of the system and provide guidance for further development. The study's objectives were to: (i) assess the pattern of satisfaction with hospital care for a sample of people with schizophrenia in Kuwait, using the Verona Service Satisfaction Scale (VSSS-EU); ii) compare the pattern of satisfaction with those of similar studies; and iii) assess the association of VSSS seven domains with a number of variables representing met and unmet needs for care, family caregiver burden, severity of psychopathology, level of psychosocial functioning, socio-demographic characteristics, psychological well-being and objective quality of life.MethodsConsecutive outpatients in stable condition and their family caregivers were interviewed with the VSSS-EU and measures of needs for care, caregiver burden, quality of life and psychopathology.ResultsThere were 130 patients (66.1%m, mean age 36.8). While over two-thirds expressed satisfaction with the domains of "overall satisfaction", "professionals' skills", "access", "efficacy", and "relatives' involvement", only about one-third were satisfied with the domains of "information" and "types of intervention". The later two domains were the areas in which European patients had better satisfaction than our patients, while our patients expressed better satisfaction than the Europeans in the domain of "relatives' involvement". In multiple regression analyses, self-esteem, positive and negative affect were the most important correlates of the domains of service satisfaction, while clinical severity, caregiver burden and health unmet needs for care played relatively minor roles.ConclusionThe noted differences and similarities with the international data, as well as the predictive power of self-esteem and affective state, support the impression that patients' attitudes towards psychiatric care involve a complex relationship between clinical, personal and socio-cultural characteristics; and that many of the factors that impact on satisfaction with service relate to individual psychological characteristics. The weaknesses in the system, highlighted by the pattern of responses of the participants, indicate possible gaps in the provision of comprehensive psychiatric care in the country and obviate the need for public mental health education and development of services to enhance the quality of care.

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“…The recommended cut-off score for dissatisfaction for each subscale is < 3.5 [12]. The VSSS has been validated in various international studies [47,48]. …”

Section: Methodsmentioning

confidence: 99%

Factors associated with hospital service satisfaction in a sample of Arab subjects with schizophrenia

Zahid

Ohaeri²,

Al-Zayed

2010

BMC Health Serv Res

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“…We found no measures of service satisfaction or other aspects of consumer experience of mental health services developed for use in African or other low income country settings. The Verona Service Satisfaction Scale (VSSS) [25] remains the most widely used measure of satisfaction with mental health services in European settings, with findings from a number of studies supporting the construct validity of the instrument [26]. …”

Section: Introductionmentioning

confidence: 99%

Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study

Mayston

Habtamu

Medhin

et al. 2017

BMC Health Serv Res

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BackgroundService satisfaction is integral to quality of care and measures are therefore considered important indicators of quality. Patient’s responses to their experiences of using services are under-researched in the context of mental healthcare in low income countries. Our aim was to use mixed methods to develop a new measure of satisfaction for use among consumers of the new models of mental healthcare which are currently being scaled-up.MethodsWe used qualitative methods to explore the concept of service satisfaction. On the basis of these findings, we developed a new ‘Mental health service satisfaction scale’ (MHSSS v0.0) by adapting existing measures of service satisfaction. We evaluated psychometric properties of the new measure, among a sample of service users with severe mental disorder (SMD) (n = 200) and caregivers (n = 200). Following expert review, a modified version of the measure was developed (MHSSS v1.0) and psychometric properties were examined with data from a second independent sample (n = 150 service users with SMD and n = 150 caregivers).ResultsFactors identified in analysis of the first quantitative sample coincide with core concepts of service satisfaction as reported in the literature and were reflected in the key themes which emerged from our qualitative study: interpersonal factors, efficacy, communication, technical competency and adequacy of facilities. There was generally consensus among caregivers and service users regarding dimensions of satisfaction. However there was evidence of some differences in prioritization. Revisions made to version 0.0 of the Mental Health Service Satisfaction Scale (MHSSS) led to an improved instrument, with excellent internal consistency, convergent validity and factor loadings indicative of a uni-dimensional construct.ConclusionsOur findings suggest that conceptions of service satisfaction among people accessing a service for SMD are broadly similar with those established in the literature. Our findings indicate that the MHSSS might be a useful candidate for inclusion in the new toolkit of measures needed to facilitate monitoring of service satisfaction which will be crucial to quality improvement.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-017-2126-2) contains supplementary material, which is available to authorized users.

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“…The ECS includes clients' expectations by specifically asking how well service users' expectations are met in treatment. The ECS also considers clients' exposure to other mental health service users when waiting for treatment; this experience has been found to crucially contribute to satisfaction and dissatisfaction of users (Berghofer et al 2001;Henderson et al 2003).…”

Section: Discussionmentioning

confidence: 98%

Evaluation of Client Services (ECS): A Measure of Treatment Satisfaction for People with Chronic Mental Illnesses

Berghofer¹,

Castille

Link

2010

Community Ment Health J

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This article describes the development and psychometric assessment of the Evaluation of Client Services (ECS) measure of treatment satisfaction for people with chronic mental illnesses in community treatment settings. The ECS, a 20-item instrument, was validated in a sample of 184 individuals receiving outpatient mental health treatment in New York City. The four dimensions of the ECS, (1) treatment management and treatment outcome, (2) treatment relationship, (3) communication and information exchange, and (4) reachability of treatment facilities are internally consistent and stable over time. Analyses also show that the ECS is a valid indicator of satisfaction with mental health services which meaningfully correlates with quality of life and another measure of treatment satisfaction. The ECS is a brief and easy to understand treatment satisfaction tool with good psychometric properties.

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Cross-cultural differences in the conceptualisation of patients' satisfaction with psychiatric services

Abstract: The 82-item English version of the VSSS captures sharply most contents relevant to patients' satisfaction. Consideration of contributors to satisfaction so far neglected may refine the conceptualisation of satisfaction.

Cited by 29 publications

References 16 publications

Factors associated with hospital service satisfaction in a sample of Arab subjects with schizophrenia

Factors associated with hospital service satisfaction in a sample of Arab subjects with schizophrenia

Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study

Evaluation of Client Services (ECS): A Measure of Treatment Satisfaction for People with Chronic Mental Illnesses

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