Service-users’ satisfaction is an important indicator in assessing the quality of the provision of health care, including mental health, playing an important role to better meet individual needs, and to contribute to the implementation of best practices in order to enable health and health gains. Thus, evaluation of services by users is considered as a key element of the process, contributing to their participation in decision making about their care and treatment. Although research in these areas has increased in recent years, in Portugal it is still scarce. In this study, we evaluated the degree of satisfaction of both users and family-members who receive mental health services provided by a community-based mental health facility. Through a Satisfaction Questionnaire developed by the institution, service-users’ satisfaction was assessed regarding seven domains: individual psychotherapy, consultation of psychiatry, social support, cognitive rehabilitation, multifamily psychoeducational group, family activities and academic, professional and occupational integration support. The results of the study showed a high degree of satisfaction of the participants in all services provided by this facility. No significant differences were found in the level of satisfaction regarding service users’ gender or age. Furthermore, this study showed a significant correlation between the degree of satisfaction with the consultations of psychology and the way appointments were made, as well as between satisfaction with cognitive rehabilitation and the conditions of the place where it is provided. In conclusion based on the questionnaires results, this study highlighted the high level of service-users’ satisfaction with the services provided by a community-based facility, and might be relevant to improve the mental health services focused on the needs and expectations of users.
Date of Award | 17 Jul 2014 |
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Original language | Portuguese |
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Awarding Institution | - Universidade Católica Portuguesa
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Supervisor | Filipa Palha (Supervisor) |
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Avaliação da satisfação de utentes de um serviço prestador de cuidados de saúde mental comunitários : estudo exploratório
Fernandes, M. E. D. (Student). 17 Jul 2014
Student thesis: Master's Thesis