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

被引:47
|
作者
Fortin, Marilyn [1 ,2 ]
Bamvita, Jean-Marie [2 ]
Fleury, Marie-Josee [1 ,2 ]
机构
[1] McGill Univ, Dept Psychiat, Montreal, PQ, Canada
[2] Douglas Hosp, Montreal, PQ, Canada
来源
CANADIAN JOURNAL OF PSYCHIATRY-REVUE CANADIENNE DE PSYCHIATRIE | 2018年 / 63卷 / 02期
关键词
patient satisfaction; mental health services; service utilization; mental disorders; Andersen's Behavioral Model; QUALITY-OF-LIFE; PSYCHIATRIC-SERVICES; MEASURING EXPECTATIONS; CONSUMER SATISFACTION; ROUTINE MEASUREMENT; PRIMARY-CARE; COMMUNITY; CONTINUITY; INDIVIDUALS; PREDICTORS;
D O I
10.1177/0706743717737030
中图分类号
R749 [精神病学];
学科分类号
100205 ;
摘要
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.
引用
收藏
页码:103 / 114
页数:12
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