مقاله انگلیسی رایگان در مورد تضمین رضایت – بحث رضایت مشتری – وایلی ۲۰۱۸

Despite many people being forensically hospitalized worldwide, there is limited research reporting on their views of the care they receive. To describe consumer satisfaction and areas for improvement, we utilized our forensic psychiatric hospital’s consumer survey. Eleven years of surveys, including a total of 541 surveys, were analysed both quantitatively and qualitatively. The majority of the forensic inpatients believed that their views were valued in their care and treatment. Most felt physically and emotionally safe at the hospital and believed that staff knew how to support them in times of distress. The majority felt that their culture and spirituality were respected. However, some areas for improvement were also noted, such as regarding staff attitudes. This consumer survey demonstrated a reasonably high level of satisfaction with forensic inpatient care, over the course of eleven years, despite this population of people being subject to lengthy hospitalisations. Satisfaction surveys of people in forensic inpatient units can be a regular part of forensic care and can help guide improvements in their care.

INTRODUCTION

The concept of satisfaction with mental health services is one that is becoming paramount to providing quality care. As such, performing consumer satisfaction surveys with those receiving mental health care is now a wellestablished practice (Boyer et al. 2009; Bressington et al. 2011; Woodring et al. 2004; Zendjidjian et al. 2015). Similarly, focus on consumers’ perceived quality of care within a forensic setting is gaining traction; however, there is still a relative dearth of research regarding this unique population (Coffey 2006). Health practitioners have a duty to provide good quality care, and patient satisfaction is linked to improved health outcomes and recovery (Boyer et al. 2009; Roche et al. 2014; Svensson & Hansson 1994) for psychiatric patients. Therefore, focussing on improved satisfaction should be essential to the provision of care. Forensic patients have a longer length of stay in inpatient settings compared to those on general mental health inpatient units, which is subsequent to the direction of the court, and takes into account their high and complex needs (Simpson et al. 2006). Therefore, given that forensic patients are often subject to inpatient treatment for many years, their perception of this treatment becomes even more important. Whilst there is some research investigating consumer satisfaction in forensic mental health inpatient units, it is still in its infancy and tends to be crosssectional. The authors of this study, one of whom was the consumer advisor for the service, therefore aimed to investigate the satisfaction with services that forensic consumer populations experienced over a decade, and to explore the differences between those who were inpatient in the acute and rehabilitative streams. The study highlights the role the consumer advisors played in the design, implementation, and development of the survey over time.