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

Resende, Kênia Izabel David Silva de; Bandeira, Marina; Oliveira, Daniela Carine Ramires

doi:10.1590/1982-43272664201612

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Articles • Paidéia (Ribeirão Preto) 26 (64) • May-Aug 2016 • https://doi.org/10.1590/1982-43272664201612 linkcopy

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

Avaliação da Satisfação dos Pacientes, Familiares e Profissionais com um Serviço de Saúde Mental

Evaluación de la Satisfacción de los Pacientes, Familiares y Profesionales con un Servicio de Salud Mental

Authorship SCIMAGO INSTITUTIONS RANKINGS

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.

Keywords
mental health service; community mental health; public health services; satisfaction

Subscale	Multiple Comparisons: Dif = 26.88*
Subscale	M (SD)	Dif (1-2)	Dif (1-3)	Dif (2-3)
1. Staff expertise and understanding.	3.96 (0.58)	9.62	102.78*	112.4*
2. Helpfulness of the servisse.	4.06 (0.63)
3. Service's physical conditions.	2.19 (0.98)
Overall scale	3.69 (0.53)

Subscales	M (SD)	p
1. Level of family caregiver satisfaction in regard to the treatment results.	4.45 (0.78)	.088
2. Level of family caregiver satisfaction in regard to the staff's expertise and helpfulness.	4.30 (0.74)
3. Level of family caregiver satisfaction in regard to the service's privacy and confidentiality.	4.34 (0.72)
Overall scale	4.37 (0.64)

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Universidade de São Paulo, Faculdade de Filosofia Ciências e Letras de Ribeirão Preto, Programa de Pós-Graduação em Psicologia Av.Bandeirantes 3900 - Monte Alegre, 14040-901 , Tel.: (55 16) 3315-3829 - Ribeirão Preto - SP - Brazil
E-mail: paideia@usp.br

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[TFN1] ^Note:
Kruskal-Wallis bilateral test: Chi-square = 123.613; degrees of freedom = 2; p = .000; Dif (1-2) differences between the mean ranks of subscales 1 and 2; Dif (1-3) differences between the mean ranks of subscales 1 and 3; Dif (2-3) differences between the mean ranks of subscales 2 and 3. *Value obtained from the expression of multiple comparisons of Kruskal-Wallis test (Siegel & Castellan, 2006).

Subscales	Multiple Comparisons: Dif = 35.195*
	M (SD)	Dif
	M (SD)	(1-2)	(1-3)	(1-4)	(2-3)	(2-4)	(3-4)
1. Quality of care delivery.	3.39 (0.56)	29.45	75.21*	44.57*	45.76*	74.02*	119.78*
2. Participation in the service.	3.11 (0.67)
3. Working conditions.	2.69 (0.53)
4. Relationship at work.	3.87 (0.70)
Overall scale	3.14 (0.48)

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

Avaliação da Satisfação dos Pacientes, Familiares e Profissionais com um Serviço de Saúde Mental

Evaluación de la Satisfacción de los Pacientes, Familiares y Profesionales con un Servicio de Salud Mental

Abstract

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