Patients' requests and satisfaction with services in an outpatient psychiatric setting

Mental healthcare services satisfaction and its associated factors among patients with mental disorders on follow-up in the University of Gondar Comprehensive Specialized Hospital, Northwest Ethiopia

Background

Patient mental healthcare services satisfaction is a crucial component in evaluating the effectiveness and efficiency of clinical service delivery. It can be explained as the client's reaction to various aspects of the services they receive and their subjective assessment of the healthcare facilities and healthcare givers. Despite the importance of measuring mental healthcare services satisfaction, few studies have been conducted in Ethiopia. This study aimed to assess the prevalence of mental healthcare services satisfaction among patients with mental disorders who were on follow-up at the University of Gondar Specialized Hospital, Northwest Ethiopia.

Method

An institution-based cross-sectional study was conducted from June 1, 2022 to July 21, 2022. All the study participants were interviewed on the follow-up visit consecutively. The Mental Healthcare Services Satisfaction Scale tool was used to measure patient satisfaction, and the Oslo-3 Social Support Scale and other questionnaires, such as environmental factors and clinical factors, were also screened. The data were checked for completeness, entered and coded using Epi-data version 4.6, and exported to Stata version 14 software for analysis. Bivariable logistic and multivariable regression analyses were employed to identify the factors significantly associated with satisfaction. Adjusted odds ratio (AOR) with a 95% confidence interval (CI) was used to report the result at a p-value of <0.05.

Results

A total of 402 study participants were included in this study, with a response rate of 99.7%. The proportions of male and female participants who were satisfied with the mental healthcare services were 59.29 and 40.70%, respectively. The overall mental healthcare services satisfaction was 65.46% with a 95% CI of 59.90, 70.62. Not being admitted to psychiatry [AOR: 4.94; 95% CI (1.30, 8.76)], getting their drugs in the hospital [AOR: 1.34; 95% CI (3.58, 8.74)], and having strong social support [AOR: 6.40; 95% CI (2.64, 8.28)] were significantly associated with satisfaction.

Conclusion

The prevalence of mental healthcare services satisfaction is very low; therefore, more is expected to be done to enhance the satisfaction of the patients who access these services via psychiatry clinics. Enhancing the social support of clients, making drugs available in the hospital, and improving the service received by the admitted client are necessary to increase the healthcare service satisfaction of clients on the whole. The services delivered in psychiatry units must be improved to achieve good patient satisfaction, which might be helpful for the improvement of the disorders.

Quality in Psychiatric Care in the Community Mental Health Setting from the Perspective of Patients and Staff

The current paradigm of mental health care focuses on care provided in the community, increasingly moving away from hospital care models that involve considerable economic burden. Patient and staff perspectives on the quality of psychiatric care can highlight strengths and areas for improvement to ensure better care provision. The aim of this study was to describe and compare perceptions of quality of care among patients and staff in community mental health services and to determine possible relationships between these perceptions and other study variables. A comparative cross-sectional descriptive study was conducted in a sample of 200 patients and 260 staff from community psychiatric care services in the area of Barcelona (Spain). The results showed high overall levels of quality of care from patient (m = 104.35 ± 13.57) and staff (m =102.06 ± 8.80) perspectives. Patients and staff both gave high scores to Encounter and Support factors, while factors concerning patient Participation and Environment received the lowest scores. Continuous assessment of the quality of psychiatric care in the community setting is essential to ensure the highest quality of care, taking the perspectives of those involved into account.

Predictors of Satisfaction with Care in Patients Suffering from Schizophrenia Treated Under Community Mental Health Teams

The aim of this study was to assess satisfaction with care and to identify the predictors of this variable among sociodemographic, clinical and social data in a group of patients suffering from schizophrenia under treatment in community mental health teams. The study included 90 patients with a diagnosis of schizophrenia under the care of community mental health teams. Positive and Negative SyndromeScale, Verona Service Satisfaction Scale, Disability Assessment Schedule, Social Network Index and a loneliness scale (UCLA Loneliness Scale)were used in the study. Prognostic factors for higher satisfaction with care in the multivariate model involved: level of disability (Beta = -0.46, p < 0.001), duration of treatment under a CMHT (Beta = 0.36, p < 0.001), age (Beta = -0.37,p < 0.001), and education (Beta = -0.30, p = 0.002). The model explained 43% of the variance in the dependent variable. 1.Satisfaction with care in a CMHT was high. 2. Higher patient satisfaction could be predicted based on a lower level of disability, longer duration of treatment under a CMHT, lower age and lower education.

Satisfaction of psychiatric inpatients in China: clinical and institutional correlates in a national sample

BACKGROUND

Surveying patients' satisfaction is essential to improve patient-centered care, however, studies on satisfaction and their correlates among psychiatric inpatients are rare in China. This study aimed to measure satisfaction levels of psychiatric inpatients in a national sample and to examine individual and institutional correlates.

METHODS

As part of the National Survey for the Evaluation of Psychiatric Hospital Performance, psychiatric inpatients from 32 tertiary psychiatric hospitals in 29 Chinese provinces were interviewed on the day of discharge by trained research staff. Satisfaction was assessed using a five-item questionnaire. Patients' sociodemographic and clinical information were manually retrieved from medical records and institutional data were provided by participating hospitals. Multilevel linear regression was used to assess factors associated with level of satisfaction.

RESULTS

Among 1663 inpatients, the reported satisfaction levels were high, with a mean score of 23.3 ± 2.4 out of 25. Education level was positively associated with global satisfaction, satisfaction with costs, and satisfaction with privacy protection. Treatment response was associated with global satisfaction and with the doctor-patient communication subscore. The number of psychotherapy sessions was positively associated with the privacy protection subscore (coefficient = 0.0, P = 0.046). The Global Assessment of Function score was positively associated with the doctor-patient communication subscore (coefficient = 0.0, P = 0.003). Total satisfaction scores and all five subscores were positively associated with hospital-level factors, and patients discharged from hospitals with better staffing and resources reported significantly higher levels of satisfaction.

CONCLUSION

Overall, psychiatric inpatients in China were satisfied with the services they received. To further improve patient satisfaction, mental health professionals should optimize their patients' treatment response as much as possible before discharge and provide more psychological treatment during the hospitalization. The government should also provide more resources to increase the number of mental health professionals (nurses, psychologists, and psychiatrists) working in psychiatric hospitals.

Patient satisfaction with mental health services based on Andersen's Behavioral Model

OBJECTIVE

The purpose of this article was to assess the satisfaction of adult patients who received mental health services (MHS) in healthcare networks staffed by multidisciplinary professionals and offering a range of MHS, and to identify variables associated with patient satisfaction.

METHODS

This cross-sectional study included 325 patients with mental disorders (MDs) among 4 Quebec health service networks. Data were collected using 9 standardized instruments and participant medical records. A 3-factor conceptual framework (predisposing, enabling, and needs-related factors) based on Andersen's Behavioral Model was used, integrating sociodemographic, clinical, needs-related, service utilization, social support, and quality-of-life (QOL) variables. An adjusted multiple linear regression model was performed.

RESULTS

The global mean score for patient satisfaction was 4.11 (minimum: 2.0; maximum: 5.0). Among the enabling factors, continuity of care, having a case manager, and help received from services were positively associated with patient satisfaction, whereas being hospitalized was negatively associated. Among the needs-related factors, the number of needs was negatively associated with satisfaction.

CONCLUSIONS

Findings demonstrated higher levels of satisfaction among patients who received good continuity of care and well-managed, frequent services in relation to their needs. Dissatisfaction was higher for patients with serious unmet needs or those hospitalized, which underlines the importance of taking these particular variables into account in the interest of improving MHS delivery and patient recovery.

A clinically useful self-report measure of psychiatric patients' satisfaction with the initial evaluation

Patient satisfaction is one component of the quality of care. Studies of satisfaction in samples of established patients are biased because dissatisfied patients are more likely to have dropped out of treatment. We, therefore, sought to develop a new instrument assessing patients' satisfaction with the initial psychiatric evaluation. In the present report from the Rhode Island Methods to Improve Diagnostic Assessment and Services (MIDAS) project we describe the development, reliability, and validity of the Clinically Useful Patient Satisfaction Scale (CUPSS). The CUPSS is a brief, self-administered questionnaire covering 3 areas: clinician's attitude and behavior, office environment and staff, and overall satisfaction. A sample of psychiatric outpatients (n=412) and partial hospital patients (n=500) completed the measure immediately after their initial meeting with the psychiatrist. The scale had high internal consistency, and all item-scale correlations were significant. All items were significantly correlated with each of the indicators of global satisfaction. There was sufficient variability in satisfaction ratings to detect differences amongst clinicians. The results of the present study of psychiatric outpatients and partial hospital patients indicate that the CUPSS was minimally to not at all burdensome to complete, it had good psychometric properties, and it can discriminate amongst clinicians.

Impact de l’insight et du mode d’hospitalisation sur la satisfaction vis-à-vis des soins chez des patients souffrant de schizophrénie : une étude pilote

Une mauvaise satisfaction vis-à-vis des soins peut entraîner une mauvaise compliance et donc une prise en charge non optimale. Dans la littérature, le diagnostic de schizophrénie est lié à un faible niveau de satisfaction vis-à-vis des soins. L’idée que peu d’insight ou que des soins sans consentement sont associés à une mauvaise satisfaction est largement répandue, bien que jamais étudiée dans la littérature. L’objectif de cette étude pilote est d’évaluer si l’insight et les soins avec ou sans consentement sont impliqués dans la satisfaction vis-à-vis des soins chez des patients souffrant de schizophrénie. 20 patients souffrant de schizophrénie ou de trouble schizo-affectif et suivis en hôpital de jour ont été inclus. La satisfaction des soins a été évaluée à l’aide de la version française de la Verona Service Satisfaction Scale (VSSS-54) adaptée pour l’hôpital de jour. L’insight a été évalué à l’aide de la Scale to assess Unawareness of illness in Mental Disorder (SUMD). Les résultats montrent d’une part une absence de corrélation entre la satisfaction vis-à-vis des soins et le degré d’insight. D’autre part, il n’est pas retrouvé de différence significative concernant la satisfaction vis-à-vis des soins entre un groupe de patients recevant des soins sans consentement et un groupe recevant des soins avec consentement. Enfin, l’ensemble des patients présente un score médian de satisfaction globale supérieure à la moyenne (99 sur 130). L’insight et les soins avec ou sans consentement ne modifient pas la satisfaction vis-à-vis des soins dans cette population. Ces observations cliniques, malgré la petite taille de l’échantillon, permettent de remettre en cause certaines idées reçues. Il s’agit alors d’appréhender sous un autre angle la satisfaction vis-à-vis des soins chez les patients souffrant de schizophrénie afin d’améliorer nos prises en charge.

Patient satisfaction with psychotropic drugs: Validation of the PAtient SAtisfaction with Psychotropic (PASAP) scale in patients with bipolar disorder

PURPOSE

The PAtient SAtisfaction with Psychotropic (PASAP) scale is a self-completed questionnaire measuring satisfaction with psychotropic medication. The aim of the study was to describe its development in French and its psychometric properties.

MATERIALS AND METHODS

Scale construction was based on an extensive search of the literature. The item reduction process required semi-structured interviews of psychiatric outpatients (n=30). The final version of the PASAP is a 9-item, 5-point Likert-type scale, covering the scope of effectiveness and adherence. To assess the psychometric properties of the scale, French patients with an acute manic episode (n=314) from a large European observational cohort completed the PASAP scale 3 months after psychotropic treatment initiation/change. Internal validity and reliability were assessed using principal component analysis (PCA). Concurrent validity was assessed using comparisons to physician-rated satisfaction with life, illness severity, mood relapse, compliance and side effects.

RESULTS

Participation rate was 68.4%. PCA was in favour of uni-dimensionality. Cronbach's α coefficient was 0.85 (95%CI 0.83-0.88). All five concurrent measures were significantly associated with the PASAP score.

CONCLUSION

The PASAP scale showed good psychometric properties in a large bipolar population and thus seems adequate for evaluating treatment satisfaction. Its short length and good acceptability makes it suitable for clinical research.

The patient's view of quality in psychiatric outpatient care

The influence of demographic characteristics on patients' ratings of the quality of psychiatric outpatient care has been given little attention in research. The aim of the present study is to elucidate the quality of psychiatric care among outpatients and investigate demographic and clinical factors associated with the way in which this quality is perceived. A sample of 1340 outpatients from 15 general adult psychiatric clinics in Sweden completed the quality in psychiatric care-out-patient (QPC-OP), with a response rate of 71%. The patients' highest ratings were for Encounter; the lowest were for discharge. Most notably, quality of care was rated higher by women, older people, those with a partner, those with a lower educational level and those who were gainfully employed. In regard to visits to the clinic, higher quality of care was associated with shorter waiting time, better information and fewer professions encounters. Older people and those gainfully employed reported better mental health. Thus the QPC-OP was associated with both demographic and clinical factors. In particular, 'wanting to come back to the clinic' was the single strongest predictor of quality.

Psychometric properties of the quality in psychiatric care - outpatient (QPC-OP) instrument

The purpose of the present study was to test the psychometric properties and dimensionality of the Quality in Psychiatric Care - Outpatient (QPC-OP) instrument, in order to determine whether the model of QPC that is applicable to the inpatient clinic is also applicable to the outpatient clinic, and to briefly describe the patients' perceptions of quality of psychiatric outpatient care. A sample of 1340 outpatients from 15 general adult psychiatric clinics in Sweden participated in the study. A confirmatory factor analysis revealed that the QPC-OP consists of eight dimensions, and has a factor structure largely corresponding to that of the QCP - Inpatient instrument. The internal consistency of the factors was generally acceptable, except in the case of two, where there were not enough items. Thus, the QPC-OP shows adequate psychometric properties. The patients' ratings of quality of care were generally high; the highest rating was for 'encounter' and the lowest for 'discharge'. The quality of discharge was rated as the lowest among the eight dimensions in 14 of the participating outpatient clinics. Thus, this dimension would seem to indicate an important area for improvement. The QPC-OP includes important aspects of patients' assessments of quality of care, and offers a simple and inexpensive way to evaluate psychiatric outpatient care.

The relationship between consumer insight and provider-consumer agreement regarding consumer's quality of life

This study examined the relationship between insight and mental health consumers and providers agreement regarding consumers rated quality of life (QoL). Seventy mental health consumers and their 23 care providers filled-out parallel questionnaires designed to measure consumer QoL. Consumers' insight was also assessed. For most QoL domains, agreement between consumers and providers was higher for persons with high insight. For the Psychological well being dimension a negative correlation was uncovered for persons with low insight indicating disagreement between consumer and provider. These findings are discussed within the context of the literature on insight and agreement between consumer and provider as related to the therapeutic alliance.

Psychometric properties of the instrument quality in psychiatric care and descriptions of quality of care among in-patients

PURPOSE

The purpose of this paper is to test the psychometric properties and dimensionality of a new instrument, quality in psychiatric care (QPC), and to describe and compare quality of care among in-patients as measured by this instrument.

DESIGN/METHODOLOGY/APPROACH

The instrument quality in psychiatric care measures patients' experiences regarding quality of care. The instrument is based on a definition of quality of care from the patients' perspective. A sample of 265 in-patients at eight general psychiatric wards in Sweden was assessed.

FINDINGS

Exploratory factor analysis revealed that the original five-dimensional 69-item QPC was better with six dimensions and reduced to 30 items, hereinafter denoted quality in psychiatric care-in-patients (QPC-IP) with retained internal consistency. The patients' ratings of quality of care were generally high; the highest rating was for quality of encounter and the lowest for participation.

RESEARCH LIMITATIONS/IMPLICATIONS

Analysis of the dropouts was not possible because of incomplete registrations at the wards.

PRACTICAL IMPLICATIONS

QPC-IP is a simple, inexpensive and quick way to evaluate quality of care and thus contributes to health care improvement in the field of psychiatry.

ORIGINALITY/VALUE

The new 30 items instrument, QPC-IP includes important aspects of patients' perceptions of quality of care. The QPC-IP is psychometrically adequate and thus recommended for evaluating patients' experiences of the quality of psychiatric care.

Treatment needs and acknowledgement of illness - importance for satisfaction with psychiatric inpatient treatment

BACKGROUND

Patient satisfaction is an important, but controversial part of health service evaluation. This study dealt with how acknowledgement of illness and treatment needs effected the distribution of positive, neutral and negative evaluations in a group of first time admitted patients to a psychiatric hospital.

METHOD

The participants filled out a standardized user satisfaction form before discharge. The number of positive, neutral and negative evaluations for each participant was calculated and used as dependent variables in analyses (Classification Tree) where acknowledgement of illness (The Patients' Experience of Hospitalisation Questionnaire) and treatment needs (HoNOS) were used as explanatory variables in addition to a number of potential confounders.

RESULTS

Different constellations of variables explained the three dependent variables. The number of positive scores was a function of age and worry (PEH); neutral scores were explained by HoNOS rated social needs and GAF (functional scale), both at admission. Outcome (GAF functional scale) and age explained the number of negative scores.

CONCLUSION

(1) Moderately high negative correlations between positive and neutral scores, and between positive and negative scores, together with a positive correlation between the number of negative and neutral ratings was interpreted to mean that neutral scores sometimes function as undercommunicated negative evaluations. These could better be studied by qualitative methods. (2) The worry subscale (PEH) was important in identifying the majority of patients with the highest numbers of positive scores (patients older than 27.5 yrs with high worry score at admission.). The most dissatisfied group was characterised by denial of both mental problems and need for treatment. (3) Patients with high scores on the HoNOS Social subscale had the highest number of neutral scores. To the extent that neutral evaluations have negative connotations, treatment should focus more effectively on the patients' social needs. (4) The smallest number of negative scores was found among older patients with high functional improvement (GAF F). (5) Increasing age consistently predicted higher satisfaction. A better understanding of why younger patients are more dissatisfied is needed.

Quality in psychiatric care: an instrument evaluating patients' expectations and experiences

PURPOSE

The principal aim of this paper is to develop an instrument to measure quality of care in the psychiatric setting from an in-patient perspective and to describe quality of care by means of this instrument. A further aim is to investigate the influence of background variables and expectations on the experience of care.

DESIGN/METHODOLOGY/APPROACH

The instrument "Quality in psychiatric care" consists of two parts: one for measuring the patient's expectations regarding quality of care, the other for measuring his or her experiences regarding it. The instrument was derived from an earlier interview study of patients' perceptions of the quality of psychiatric care. A sample of 116 patients from eight in-patient wards in Sweden participated in the present study.

FINDINGS

Results indicate a generally high quality of care. Experienced quality of care was significantly lower, however, than expectations in all the dimensions of the instrument: total dimension, dignity, security, participation, recovery and environment. Patients who perceived that the time of discharge was consistent with the stage of their illness experienced significantly higher Recovery; patients with good psychiatric health experienced this too, but also significantly higher participation.

RESEARCH LIMITATIONS/IMPLICATIONS

This new instrument needs to be further tested before the psychometric properties can be established.

ORIGINALITY/VALUE

The value of the research is that instruments for measuring the quality of in-patient psychiatric care from the patient's perspective and with a theoretical foundation are less common.

Qualitative assessment of mental health service satisfaction: strengths and limitations of a self-administered procedure

A qualitative procedure based on self-administered open-ended questions was assessed in three psychiatric outpatient clinics in Montreal. Acceptability to clients, mode of administration and convergent validity were evaluated. Comparison with findings from personal interviews demonstrates a lower frequency in responses but similar patterns in sources of satisfaction/dissatisfaction. Scores generated by quantification of responses to one of the open-ended questions presented a significant correlation with a standardized questionnaire (OQOS) administered to 242 psychiatric outpatients. Findings suggest that a self-administered procedure based on open-ended questions could be practical and useful for both formative evaluation and monitoring in environments with limited resources.

Determinants of care satisfaction among inpatients with schizophrenia

Satisfaction with inpatient psychiatry can promote positive treatment outcomes. Using information on 315 inpatients with schizophrenia, this study tested the hypothesis that some services promote more satisfaction than others. Relative to less satisfied counterparts, inpatients were more likely to approve of care if staff invested high levels of effort into education about: (1) control of symptoms with psychiatric medication, (2) adverse effects of stress on symptoms, and (3) social skills. Other services were appreciated less. In order to enhance intervention outcomes, the findings suggest that limited resources should be invested to a greater extent in practices that are valued most highly by patients.

Family involvement and satisfaction with community mental health care of individuals with schizophrenia

This longitudinal study of 246 individuals with schizophrenia examined family involvement and satisfaction with outpatient care after three months of psychiatric hospital discharge. Almost 10% of the individuals reported being dissatisfied with care. Controlling for demographic variables, individuals whose family members were not helped to cope with the mental illness had almost seven times the odds of being dissatisfied. Because care disapproval increases re-hospitalization risk (Druss, Rosenheek, & Stolar, 1999), suggestions are offered for how to facilitate kin coping.

Patient satisfaction with outpatient psychiatric treatment: the role of diagnosis, pharmacotherapy, and perceived therapeutic change

OBJECTIVE

To investigate the influence of diagnosis, type of treatment, and perceived therapeutic change on patient satisfaction following psychiatric treatment for nonpsychotic, nonsubstance-related disorders.

METHOD

We mailed questionnaires, including Larsen's Client Satisfaction Questionnaire and Grawe's Bern Inventory of Treatment Goals, to outpatients who had undergone 8 or more therapy sessions 1 year following treatment.

RESULTS

Patients with somatoform, eating, and personality disorders were less satisfied than patients with affective, anxiety, and adjustment disorders. Symptom reduction and changes in the interpersonal domain were important outcomes associated with patient satisfaction. Although pharmacotherapy itself was not related to patient satisfaction, patients who perceived improvements in pharmacotherapy as one of the most important treatment outcomes were less satisfied than others. Preliminary evidence shows that coping with specific problems and symptoms is associated with satisfaction among male patients, whereas changes in the interpersonal domain seem to produce satisfaction among female patients.

CONCLUSION

Patient-reported change and diagnostic category appear to play a relevant role in generating patient satisfaction. Further research is needed to clarify the interactions between sex, perceived outcome, and satisfaction.

Exploring cognitive complaints in schizophrenia: the subjective scale to investigate cognition in schizophrenia

While it has become commonplace to test the various components of memory in schizophrenia with paper-and-pencil or in-lab tasks, very little data exist on the subjective complaints of patients regarding their memory. Few instruments have been designed to collect systematically the complaints of patients with schizophrenia. We present a work in progress on the Subjective Scale to Investigate Cognition in Schizophrenia (SSTICS), a 21-item, Likert-type scale that is simple and easy to use. It allows a quantitative approach to the subjective and cognitive dimensions of schizophrenia. Stip constructed the scale based on a questionnaire covering several cognitive domains: memory (working memory, explicit long-term memory), attention (divided, distractibility, alertness, sustained), language, and praxia. We evaluated the psychometric properties of the SSTICS in a population of 114 French-speaking patients in Montreal. Patients were recruited in the community and assessed with the Structured Clinical Interview for DSM-III-R (SCID), the Positive and Negative Syndrome Scale (PANSS), and the Extrapyramidal Symptoms Rating Scale (ESRS). Cognition was measured using the Rey Auditory Verbal Learning Test (RAVLT) (long-term memory), Controlled Oral Word Association Test (verbal fluency), and Trails A and B. Preliminary analyses showed very good internal consistency for the global score (alpha=0.88), and alphas varying from 0.57 to 0.72 for the subscales. Stability over time was very good. The principal components analysis accounted for a multiple structure. Correlations between subjective scores and objective cognitive assessment were significant for several domains. Validation of the SSTICS needs to be completed through further exploration of the factorial structure and testing of the English version.

Patients' and relatives' satisfaction with psychiatric services in a large catchment area in Rome

OBJECTIVE

To assess the satisfaction of patients and their relatives with psychiatric care and to identify variables associated with any dissatisfaction.

METHODS

The study was performed in a defined psychiatric catchment area in south Rome, Italy. All eligible patients and relatives who had contacts with services during a predefined period were asked to participate. Satisfaction with psychiatric services was measured with a previously validated questionnaire.

RESULTS

A total of 890 patients were asked to participate in the study and 855 (96%) accepted. Also, 270 relatives were asked to participate and 265 (98%) agreed. The satisfaction with services expressed by outpatients and their relatives was fairly good, with the exception of poor satisfaction with information about treatment and involvement in the treatment programme. The satisfaction of inpatients and their relatives was significantly lower, with the issue of information-giving by staff appearing particularly critical. Among patients, variables associated with dissatisfaction were being an inpatient, having a diagnosis of psychosis, being in contact with services for more than 6 years, and being single. Among relatives, being female and being the relative of an inpatient were associated with dissatisfaction. For both patients and relatives, receiving inpatient care was the strongest predictor of dissatisfaction.

CONCLUSIONS

The results suggest that inpatient care, especially for psychotic patients, needs to be improved and that special attention should be devoted to inform adequately and to engage in treatment both patients and their relatives. Lack of information appears to be a crucial determinant of dissatisfaction with psychiatric care among both patients and their relatives.

Patients' satisfaction with psychiatric treatment: comparison between an open and a closed ward

The study compared patients' satisfaction with psychiatric inpatient treatment between an open and a closed ward. During a six-month period, all voluntarily participating patients on two wards of a psychiatric University hospital were investigated anonymously at admission and/or before discharge. A self-rating questionnaire (SATQ-98) was used to assess satisfaction with several domains of psychiatric inpatient treatment. In total, 135 questionnaires were received (retrieval rate 49%). The general level of satisfaction with treatment was high. General satisfaction, satisfaction with medication, ward equipment, visiting opportunities, and regulations for going out were significantly lower at discharge on the closed ward. Dissatisfaction with medication was related to low actual mood, and to low satisfaction with the frequency of psychotherapeutic interventions, visiting opportunities, and with the treating doctor. The results thus far strongly support the need for patients' satisfaction with treatment to be taken into account in order to improve psychiatric inpatient services, particularly on closed wards.

Are publicly-insured psychiatric outpatients in Japan satisfied?

Japan has a government financed outpatient program for people with mental disorders, called the 'publicly-insured' program. This study was performed to examine whether the target patient population used this publicly-insured program properly and to compare the degree of satisfaction of publicly-insured psychiatric outpatients with generally-insured psychiatric outpatients. The characteristics and satisfaction of 97 (43.9%) publicly-insured psychiatric outpatients and 124 (55.1%) generally-insured outpatients in Japan were studied. Psychiatrists rated sociodemographic and diagnostic information and patients were asked to complete the Japanese version of Client Satisfaction Questionnaire (CSQ-8J). The publicly-insured were longer-term and lower functioning patients and were significantly more dissatisfied with the services they received than the generally-insured patients. The publicly-insured program was successful in that patients with lower functioning (the primary target population of this program) were cared for and because they received treatment for longer periods of time. However, the program does not sufficiently satisfy the consumers of the services, despite its high costs. In this respect, this program needs to focus more on patients' points of view. More information on programs their enrollment procedures for patients may be helpful in educating consumers and citizens, clarifying expectations of services, and in influencing satisfaction.

CASIG: a consumer-centered assessment for planning individualized treatment and evaluating program outcomes

This paper reports the psychometric characteristics of a measure that assesses the treatment outcomes of individuals with serious and persistent mental illness. Unlike other outcome measures, this one is designed to be embedded in the clinical process of planning and evaluating treatment. It collects individualized data, structures how the data are used to plan and evaluate a client's treatment, and produces aggregate information relevant for research and program purposes. Two parallel versions were developed: one for the client's self-report, and one for an informant's report. The self-report measure was administered by peer-interviewers to 244 community interviewees, and by inpatient peer-interviewers to 93 inpatient interviewees. The community interviewees also completed the BASIS-32 and SF-36. Informants for 103 of the community interviewees completed the informant version of the measure, and the CCAR. Inpatient staff completed the informant version for 161 inpatient residents without regard for matching the 93 inpatient interviewees. The two versions had acceptable internal consistency, test--retest, and interrater reliabilities. Correlations of the community interviewees' and informants' results with the BASIS-32, SF-36, and CCAR provided evidence of convergent and discriminant validity, as did contrasts between community and inpatients interviewees. The usefulness of the instrument for clinical, program and research purposes is discussed, with emphasis on the characteristics that enhance its value in clinical practice --- assessment of meaningful outcomes, operationalization of client empowerment, comprehensiveness, easy administration, and continuity across time and provider. Also discussed is a computer-based program to summarize and present the results in a rapid, clinically meaningful manner.

What do patients want and do we want to know? A review of patients' requests of psychiatric services

OBJECTIVE

A systematic review was conducted of the literature concerning patients' requests of psychiatric care in order to identify the types of requests patients make, psychiatrists' perceptions of their patients' requests, and the relationship between requests and the outcome of care.

METHOD

A total of 28 published original articles which fulfilled specific inclusion criteria were reviewed.

RESULTS

The studies showed that there are certain core requests that patients make irrespective of the type of service attended. Patients mainly request psychological approaches, and the most common requests are for 'clarification', 'psychological expertise' and 'psychodynamic insight'. There is evidence that patients normally feel inhibited about making requests, and that psychiatrists often fail to identify what their patients want.

CONCLUSION

The majority of patients attending psychiatric services have requests which they will express when encouraged to do so, but little is known about the relationship between patients' requests and the outcome of care. Recommendations are made for future research.

Patient satisfaction with two models of group therapy for people hospitalized with bipolar disorder

The purpose of this study was to (a) compare participants' evaluations of two models of inpatient group therapy for people with bipolar disorder and (b) develop a taxonomy of patient satisfaction with such groups. The sample of 110 people included 59 participants in the self-management groups and 51 participants in the interactional groups. Results indicated that although neither of the models was clearly preferred by participants, the responses were useful in identifying needed changes, and the benefits of providing inpatient diagnostically homogeneous groups for this population were evident. A refined self-management model that incorporates agenda setting in the format, and a taxonomy for use in future research, are presented.

Self-reported life satisfaction and treatment factors in patients with schizophrenia, major depression and anxiety disorder

Our aim was to study the associations between life satisfaction and treatment factors and how depression affects these associations among patients with schizophrenia (n=403), major depression (n=349) and anxiety disorder (n=139) from a defined area. Treatment satisfaction and compliance were high, but life satisfaction was low regardless of diagnostic group. Patients with schizophrenia recorded better life satisfaction than patients with the other disorders. There were few independent associations between life satisfaction and treatment factors. Fortunately, factors amenable to treatment intervention, such as depression, problem-solving ability and social support, were independently related to life satisfaction in every diagnostic group. Depression decreased these associations significantly only in patients with schizophrenia. Life satisfaction and treatment satisfaction should be included as separate variables in treatment outcome studies.

Satisfaction with in-patient psychiatric services. Relationship to patient and treatment factors

BACKGROUND

There is growing concern about patient satisfaction with psychiatric in-patient provision. This paper measures satisfaction in psychiatric in-patients and its relationships with patient characteristics and ward experiences.

AIMS

To: (a) measure overall in-patient satisfaction; (b) examine its relationship to in-patient experiences; and (c) examine its relationship to patient factors.

METHOD

Four hundred and thirty-three patients were interviewed. Satisfaction was assessed by a single quest on, the Client Satisfaction Questionnaire (CSQ) and by a semistructured interview.

RESULTS

Over three-quarters of the patients were satisfied, but two-thirds reported adverse events. Females, younger patients and those detained were more dissatisfied. No significant relationship was found for ethnic group. Results were similar in the mental hospital and district general hospital.

CONCLUSIONS

There remain problems with satisfaction scales. Qualitative approaches to examine patients' experiences in hospital and the causes of dissatisfaction are recommended.

Using client satisfaction surveys to evaluate and improve services in locked and unlocked adult inpatient facilities

This article describes the implementation, in five inpatient subacute treatment facilities, of a satisfaction survey designed especially for adults with serious and persistent mental illnesses. The survey measures not only global satisfaction but also client perceptions about different treatment modalities and services, important treatment goals, and the philosophy of treatment. Data are presented from 770 completed surveys, illustrating patterns of satisfaction across facilities and services and patterns over time of stability and change in satisfaction. Data are also presented showing how the surveys were used to facilitate and measure improvements in clinical services. Finally, the implications for mental health services delivery are summarized.