Client satisfaction with services delivered in a mental health crisis centre during its first year of operation

Dwyer, Mary B. (1998) Client satisfaction with services delivered in a mental health crisis centre during its first year of operation. Masters thesis, Memorial University of Newfoundland.

[English] PDF (Migrated (PDF/A Conversion) from original format: (application/pdf)) - Accepted Version Available under License - The author retains copyright ownership and moral rights in this thesis. Neither the thesis nor substantial extracts from it may be printed or otherwise reproduced without the author's permission. Download (15MB) [English] PDF - Accepted Version Available under License - The author retains copyright ownership and moral rights in this thesis. Neither the thesis nor substantial extracts from it may be printed or otherwise reproduced without the author's permission. (Original Version)

Abstract

Background -- Client satisfaction with health care is important to ascertain from many standpoints. It is a useful measure in directing resources appropriately and providing direction for the improvement of health care delivery. Satisfaction is positively correlated with health care outcomes and it can be an important determinant of overall health status. The province's health system is faced with challenges of geography and the historical dominance of institutional provision of care. Mental health services in Newfoundland and Labrador have been evolving over the past two decades. Health system reform continues to occur in this province, as elsewhere across Canada. -- Design -- A cross-sectional study. -- Setting -- A community-based mental health crisis centre established in June, 1996, by Health and Community Services, St. John's. -- Objectives -- To determine general satisfaction with services, the extent to which clients were helped in addressing their immediate crisis and the long-term resolution of the crisis. -- Participants -- A sample of 105 people over 16 years of age who visited or telephoned the crisis centre during the period June, 1996 to September, 1997. -- Methods -- A telephone interview of clients who had consented to be contacted by researcher using a forty item survey comprised of Likert scale and narrative questions. -- Results -- Eighty-five percent of participants indicated that they were satisfied or very satisfied with the service. More females indicated their satisfaction than did males (91.3% vs 78.6%). When the Centre was rated on such attributes as location, accessibility, waiting time and comfortableness of environment, the large majority of consumers reported being satisfied or very satisfied with all attributes. When satisfaction level was compared with the type of crisis that precipitated contact with the Centre, greater variability was observed. For example, 60% of individuals presenting with relationship problems were satisfied while 100% of individuals presenting with crisis codes of health concerns, bereavement/loss or mental illness expressed satisfaction. Eighteen percent of clients reported complete resolution of their crisis. Missing data and telephone numbers no longer in service reduced the number of clients available for interviews. -- Based on participant responses, recommendations for improvements and expansion of the services of the Mental Health Crisis Centre as well as integration of other mental health services were identified. --Conclusions -- Participants in the study strongly supported community based crisis services and recommended expansion to other areas of the province. However, less than 10% of the clients contacting the Centre over the last 18 months could be reached for consent to participate in the study. Lack of adequate documentation on the client population prevented in depth assessment of how well the Centre is meeting the needs of its clients.

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