Maximizing Satisfaction and Managing Dissatisfaction in Mental Health and Human Services:

The production satisfaction is central to the delivery of mental health and human service. The most critical fator in service delivery is providing quality care. However, the ways in which services are delivered impacts the perception of quality. This paper provides a model for maximizing satisfaction among client and other importance publics of mental health and human service organizations.     

Mental Health and Older Women

Currently it is estimated that up to 25 percent of the elderly manifest symptoms of mental disorder. The recognition of the seriousness of the problem has lead to a growing body of research in the field of geriatric mental health. This paper presents an overview of early gerontological studies of life satisfaction and morale of older persons and of the two most prevalent mental health problems of the aged, depression and dementia. Mental health service delivery and utilization issues are also considered.     

Mental health and older women

Currently it is estimated that up to 25 percent of the elderly manifest symptoms of mental disorder. The recognition of the seriousness of the problem has lead to a growing body of research in the field of geriatric mental health. This paper presents an overview of early gerontological studies of life satisfaction and morale of older persons and of the two most prevalent mental health problems of the aged, depression and dementia. Mental health service delivery and utilization issues are also considered.     

Managed care and mental health: personal realities

A review of the literature revealed mixed reviews on the impact of managed care on mental health service delivery. Research supports that managed care contributes to a reduction in inpatient costs and an increase in outpatient service use. Other studies suggest that there are problems with access and quality of care. An additional issue is whether or not, and to what extent, mental health services are "carved out" from physical health for patients. This study discusses the findings of a qualitative analysis of Medicaid managed care recipients on the barriers and enabling factors to obtaining mental health services in a full carve-out managed care model. Results indicate that reduced access, quality of care problems, and a lack of integration of care exist. Additionally, recipients' interactions with managed care, service providers, and caseworkers affect their mental health care. The results also report on the tactics used by recipients to cope with service problems. Implications for social work practice and research are discussed and recommendations for service delivery and evidence-based education are delineated.     

Patients' perceptions of service quality dimensions: an empirical examination of health care in New Zealand.

The 1984 liberalization of the New Zealand economy has resulted in a health care sector that has become very competitive (Zwier and Clarke, 1999). The private sector is now able to supply health care services and, as a result, a greater value is being placed on patient satisfaction (Zwier and Clarke, 1999). However, despite the increasing focus on customer satisfaction, research into health care patients' perceptions of the dimensions of service quality is scarce. This can be problematic, as quality of care is an essential issue in the strategic marketing of health care services (Turner and Pol, 1995). This study takes a step towards addressing this deficiency by identifying patients' perceptions of the dimensions of service quality in health care. The findings of this study are based on the empirical analysis of a sample of 389 respondents interviewed by telephone. The findings indicate that the service quality dimensions identified in this health care specific study differ in number and dimensional structure from the widely adopted service quality dimensions first identified by Parasuraman, Berry and Zeithaml (1988): reliability, responsiveness, assurance, empathy and tangibles. The service quality dimensions identified in this study were: reliability, tangibles, assurance, empathy, food, access, outcome, admission, discharge and responsiveness. In addition, health care patients perceive the service quality dimensions relating to the core product in health care delivery (for example, outcome and reliability) as more important than the service quality dimensions relating to the peripheral product in health care delivery (for example, food, access and tangibles). Finally, the results of this study suggest that patients with different geographic, demographic, and behavioristic characteristics have different needs and wants during health care delivery and therefore perceive different service quality dimensions as important.     

Parents’ Global Rating of Mental Health Correlates with SF-36 Scores and Health Services Satisfaction

Background Patient satisfaction surveys are often used to measure quality of care. However, patient satisfaction may not be a reliable indicator of service quality because satisfaction can be influenced by clients’ characteristics such as their health status.Methods Parents of children attending a pediatric neurology clinic completed the Short Form Health Survey (SF-36) and global ratings of their physical and mental health. They also completed the Client Satisfaction Questionnaire (CSQ), the Measure of Processes of Care (MPOC), and the Family-Centered Care Survey (FCCS).Results 104 parents completed the survey. The correlation between the global rating of physical or mental health and their corresponding SF-36 scores was high. The majority (88%) of parents were satisfied, with a median CSQ score of 28 (IQR, 24 to 31) and a FCCS score of 4.7 (IQR, 4.2 to 4.9). Logistic regression identified parents’ mental health as a significant predictor of client satisfaction (OR, 1.07; 95% CI, 1.01 to 1.14).Conclusions Given the positive association between parents’ mental health and satisfaction with care, it is important to consider mental status as a covariate in interpreting satisfaction surveys. Parents’ global rating of mental health appears to be a reasonable indicator of their SF-36 mental scores.     

Quality of life of mental health consumers in Hong Kong: Analysis of service perceptions

Objectives Successful psychiatric rehabilitation entails fostering overall quality of life of individuals recovering from severe mental illnesses. Understanding how service-related perceptions may be related to quality of life can be useful in improving the effectiveness of community-based care. This study investigated the quality of life of mental health consumers using a service-oriented paradigm. Methods 162 mental health consumers from community-based psychiatric rehabilitation centers were interviewed. Analyses were conducted to investigate the relationships between service perceptions (perceived treatment coercion, rehabilitation needs, and continuity of care) and quality of life. Results Physical health quality was negatively related to rehabilitation needs. Mental health quality was negatively related to both rehabilitation needs and poorer continuity of service. Life satisfaction was negatively related to poorer continuity of service and higher perceived treatment coercion. Conclusions This study highlighted the significance of service perceptions in the well-being of individuals with severe mental illness.     

An exploration of person-centred concepts in human services: A thematic analysis of the literature

Being ‘person-centred’ in the delivery of health and human services has become synonymous with quality care, and it is a core feature of policy reform in Australia and other Western countries. This research aimed to identify the uses, definitions and characteristics of the term ‘person-centred’ in the ageing, mental health and disability literature. A thematic analysis identified seven common core themes of person-centredness: honouring the person, being in relationship, facilitating participation and engagement, social inclusion/citizenship, experiencing compassionate love, being strengths/capacity focussed, and organisational characteristics. These suggest a set of higher-order experiences for people that are translated differently in different human services. There is no common definition of what it means to be person-centred, despite being a core feature of contemporary health and human service policy, and this suggests that its inclusion facilitates further misunderstanding and misinterpretation. A common understanding and policy conceptualisation of person-centredness is likely to support quality outcomes in service delivery especially where organisations work across human service groups. Further research into the application and service expressions of being ‘person-centred’ in context is necessary.     

A comparative study of family functioning, health, and mental health awareness and utilization among female Bedouin-Arabs from recognized and unrecognized villages in the Negev

A good portion of geography is contested by the Israeli state and the country's Bedouin-Arab population. There are two categories of Bedouin villages: those areas that are "officially" recognized by the state and those that are not. In this article we determine utilization and awareness of health and mental health services among 376 Bedouin-Arab women in recognized and unrecognized villages in the Negev. Although there are differences between them, primary health care (PHC) services usually are available within recognized villages, accessible to those from unrecognized villages, and tend to precipitate user satisfaction. We conclude with various suggestions for improving health service delivery and making PHC and mental health delivery more accessible. Through this article we intend to help mental health practitioners on two levels: the policy level, regarding the design of mental health services for societies in transition, such as the Bedouin Arab, and the practical level by helping practitioners better appreciate the psychosocial status of women in Bedouin-Arab societies and the factors associated with Bedouin-Arab PHC utilization.     

Service user involvement in mental health service commissioning,development and delivery: A systematic review of service level outcomes

Introduction

Service user involvement is increasingly considered essential in mental health service development and delivery. However, the impact of this involvement on services is not well documented. We aimed to understand how user involvement shapes service commissioning, development and delivery, and if/how this leads to improved service-level outcomes.

Methods

A systematic review of electronic databases (MEDLINE, PsycINFO, CINAHL and EMBASE databases) was undertaken in June and November 2022 for studies that incorporated patient involvement in service development, and reported service-level outcomes. Included studies were synthesised into a logic model based on inputs (method of involvement), activities (changes to service) and outputs (indicators of improvement). PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analysis) guidelines were followed when conducting this review.

Results

From 10,901 records identified, nine studies were included, of which six were judged to have used co-production or co-design approaches. Included studies described service user involvement ranging from consultation to co-production. We identified a range of outputs associated with service user involvement in service planning and delivery, and reported these in the form of a logic model. These service-level outputs included improved treatment accessibility, increased referrals and greater service user satisfaction. Longer-term outcomes were rarely reported and hence it was difficult to establish whether outputs are sustained.

Conclusion

More extensive forms of involvement, namely, co-design and co-production, were associated with more positive and substantial outputs in regard to service effectiveness than more limited involvement methods. However, lived experience contributions highlighted service perception outputs may be valued more highly by service users than professionals and therefore should be considered equally important when evaluating service user involvement. Although evidence of longer term outcomes was scarce, meaningful involvement of service users in service planning and delivery appeared to improve the quality of mental health services.

Patient or Public Contribution

Members of a lived experience advisory panel contributed to the review findings, which were co-authored by a peer researcher. Review findings were also presented to stakeholders including service users and mental health professionals.     

抚州市基本公共卫生服务居民满意度及影响因素分析

目的：了解居民对基本公共卫生服务的满意度及其相关的影响因素,为更好的开展基本公共卫生服务项目提供依据。方法采用自行设计的调查问卷对全市34家基层医疗机构辖区居民进行问卷调查,计算基本公共卫生服务满意度,采用多元线性回归分析法分析居民满意度的影响因素。结果共调查研究对象3378名,满意度介于66.49%~77.53%之间,健康档案管理的管理满意度最高,对重症精神疾病患者管理满意度最低,医疗机构服务内容、服务态度和技术水平及被调查对象的学历水平是居民满意度的影响因素。结论在国家财政允许的情况下,有必要进一步加大对基本公共卫生服务项目的投入力度,扩大基本公共卫生服务的覆盖面和内容,加强培训提高服务提供人员的业务素质,让更多的服务惠及居民,提升居民对基本公共卫生项目的满意度。     

基于“互联网+”的医共体共享中药房服务患者满意度调查与分析△

目的:调查和分析基于"互联网+"的医共体共享中药房患者满意度及其影响因素,为评价和提高共享中药房服务质量提供参考。方法:采用问卷调查的形式收集医共体内196名就诊患者的满意度信息,并对其进行统计分析。结果:196名患者就诊总体满意度为79.93%,其中116名患者接受过共享中药房服务,其就诊总体满意度为81.90%,共享中药房服务总体满意度为88.79%,通过多重线性回归分析发现代煎服务中药口感和配送及时性对共享中药房服务总体满意度存在显著性影响(P <0.05)。结论:医共体共享中药房服务患者满意度总体状况较好,共享中药房在改善基层医疗卫生机构中药服务能力的同时,还要重视质量监管体系的完善,提升服务质量。     

Privatizing public mental health and substance abuse services: issues, opportunities, and challenges

Much like the medical care system, delivery systems for mental health and substance abuse services are being transformed rapidly by managed care. Public sector systems are now facing challenges to transfer service delivery responsibilities to private managed behavioral health care organizations as a way of containing treatment costs and realizing operational efficiencies. These privatization efforts entail a range of quality management issues that are specific to mental health and substance abuse problems, treatments, and clients.     

A Comparative Study of Family Functioning,Health, and Mental Health Awareness and Utilization Among Female Bedouin-Arabs From Recognized and Unrecognized Villages in the Negev

A good portion of geography is contested by the Israeli state and the country's Bedouin-Arab population. There are two categories of Bedouin villages: those areas that are “officially” recognized by the state and those that are not. In this article we determine utilization and awareness of health and mental health services among 376 Bedouin-Arab women in recognized and unrecognized villages in the Negev. Although there are differences between them, primary health care (PHC) services usually are available within recognized villages, accessible to those from unrecognized villages, and tend to precipitate user satisfaction. We conclude with various suggestions for improving health service delivery and making PHC and mental health delivery more accessible. Through this article we intend to help mental health practitioners on two levels: the policy level, regarding the design of mental health services for societies in transition, such as the Bedouin Arab, and the practical level by helping practitioners better appreciate the psychosocial status of women in Bedouin-Arab societies and the factors associated with Bedouin-Arab PHC utilization.     

Quality and customers: A planning approach to the future of mental health services in a health maintenance organization

Mental health service delivery is both a health care and business arrangement, and is accordingly impacted by national changes in both areas. HMO mental health services in the current health reform zeitgeist are being called on to provide more efficient, comprehensive integrated care. A planning effort is presented which is organized around (1) a quality improvement effort aimed at understanding who are the “customers” (patient, medical community, mental health staff, and client employer) and what they need and (2) coordination and integration with the HMO larger organizational plan and efforts. The unique benefits of staff model HMOs are discussed relative to mental health service.     

OECD国家医疗服务的供给模式及经验

医疗服务提供系统的组织与运行直接影响到医疗服务的可及性、效果、效率和质量,以及服务提供者和患者双方的满意度.介绍和比较了经济合作与发展组织(Organization for Economic Co-operation and Development,OECD)中29个国家医疗服务提供的组织和运行情况,并探讨分析对我国多元化服务模式发展可给予的经验借鉴和启迪.     

Occupational therapy in mental health: challenges and opportunities

The National Mental Health Policy and National Mental Health Plan published in 1992 provided directions for the reform of mental health services in Australia. They stated that mental health services should be part of the mainstream health system and that integrated mental health programmes should be developed to cover the full range of specialist mental health services, focusing on improved quality of service, the consumers, equity of access, continuity of care and redistribution of resources. The Queensland Mental Health Plan published in 1994 set out specific objectives and strategies for implementing mental health service reform in Queensland. In Queensland there has been a concentration on developing core mental health services involving the reorientation of service delivery from institutions to the community, based on the principles of integration, mainstreaming and regional self-sufficiency. Major restructuring of mental health services is taking place, which has meant changes in service development, organizational structures and work practices. There has been a significant impact on the roles and skills required by the mental health workforce in the context of today's mental health services climate. There is a focus on staff providing individualized assessment and continuing treatment using a case management approach, within a continuum of care. Implications for occupational therapists include developing a generic skill base in preparation for broad-spectrum mental health professional roles while maintaining their professional identity. It is recommended that research be conducted to examine the capacity of occupational therapists to adapt to the changing mental health environment. Copyright © 1999 Whurr Publishers Ltd.     

Assessing care-givers’ satisfaction with child immunisation services in Zambia: Evidence from a national survey

AimThe main aim of this study was to assess care-giver satisfaction with vaccination services in public health facilities in Zambia, and examine its determinants.MethodsThis study used data from a recent population-based household survey, conducted from May to August 2015. Respondent satisfaction with vaccination services received during the last visit was measured on a five point Likert scale ranging from 1 to 5. We used an ordered logistic regression model to analyse the significance of perceived quality of vaccination services, immunisation delivery mode and a range of individual characteristics in predicting care-giver satisfaction.ResultsFindings show that one in five care givers were unsatisfied with the vaccination services that they had received, with rural populations showing a significantly higher level of satisfaction. Poor quality of care, defined by long waiting times, poor quality of communication between health staff and care givers, long distance to vaccination sites, mode of delivery, and personal characteristics were among major factors driving care-giver satisfaction ratings. We also find that receiving a vaccination at outreach mode of delivery was associated with higher odds of greater satisfaction compared to on-facility vaccination services. The odds of satisfaction were lower for respondents living further away from a health facility, which emphasizes the importance of access in seeking vaccination services.ConclusionThese findings suggest that major improvements in quality of vaccination and service organisation will be needed to increase client satisfaction and service utilisation.     

Measuring treatment outcome and client satisfaction among children and families

As the delivery and reimbursement methods for mental health services change rapidly, measuring treatment outcome and client satisfaction has become critical. This article describes a case example of a treatment outcome and client satisfaction assessment program at the Children's Health Council, a private nonprofit agency affiliated with Stanford University that provides comprehensive mental health services to children and families in Palo Alto, California. Approximately 300 families receive mental health treatment per year at the agency. The simple and inexpensive program presented herein can be used and modified by other mental health professionals and agencies struggling to develop satisfactory treatment outcome and client satisfaction evaluation programs.