Satisfaction with community and hospital-based emergency services amongst severely mentally ill service users |
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| Authors: | Mirella Ruggeri Giovanni Salvi Verena Perwanger Michael Phelan Nadia Pellegrini Alberto Parabiaghi |
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| Institution: | (1) Dept. of Medicine and Public Health Section of Psychiatry and Clinical Psychology, University of Verona, Ospedale Policlinico, Verona, Italy;(2) Dip.to di Medicina e Sanita’ Pubblica Sezione di Psichiatria e Psicologia Clinica, Universita’ di Verona, Ospedale Policlinico, 37134 Verona, Italy;(3) Section of Community Psychiatry (PRiSM) Health Service Research Dept. Institute of Psychiatry, Kings College London, London, UK |
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| Abstract: | Objective This study compares the satisfaction with emergency interventions among severely mentally ill (SMI) service users of a community-based
and a hospital-based mental health service (South-Verona, Italy and Nunhead, South-London, UK).
Methods A measurement of the satisfaction with psychiatric emergency services was conducted among all those users in the two catchment
areas who, in a 1-year period: (1) had at least two contacts with the service; (2) had a diagnosis of psychosis according
to ICD10; (3) had not been living in hospital or sheltered apartment for most of the time. These users completed seven items
belonging to the Verona Service Satisfaction Scale (VSSS) regarding their satisfaction with crisis response during and out
of office hours and their satisfaction with the different interventions, which may be provided during emergencies, such as
consultation for the user, consultation for the relative, day-centre attendance, informal and compulsory admission.
Results Users in South-Verona were generally more satisfied with emergency interventions. The main differences between the two samples
were due to contacts outside the hospital setting, whilst satisfaction scores for informal admission were similar. The number
of users who did not receive, but would have liked, different types of emergency intervention was smaller in South-Verona
than in Nunhead. In South-Verona, users wishes mainly concerned consultation for the relatives during emergencies; in the
Nunhead sample, the most requested types of intervention were consultation for the user and the possibility of day-centre
attendance during crisis.
Conclusions The findings suggest that users of a service with a well developed community-oriented approach and with crisis intervention
outside the hospital setting are more satisfied of the emergency interventions than users of a mental health service relying
mostly on hospital facilities during emergencies. |
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| Keywords: | patient satisfaction treatment outcome community-based psychiatry service evaluation psychosis severe mental illness |
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