Spencer A
Queen Elizabeth Psychiatric Hospital, Edgbaston, Birmingham, UK.
Int J Health Care Qual Assur. 1996;9(1):29-33. doi: 10.1108/09526869610109134.
Describes how a consumer satisfaction survey was carried out at a community mental health centre and the improvements that occurred as a result. A questionnaire was designed to be delivered as a semi-structured interview to elicit the views and opinions of the clients. Their responses highlighted a number of positive areas about the centre, especially in terms of the staff and the therapeutic support they provide. The feedback also revealed a number of areas where improvements were needed. Reports on six recommendations which were made in terms of medication, activities, privacy, reviews, social service issues and complaints. The staff worked hard to implement a number of changes to improve the quality of the service they provide. The end result is that users' views and opinions have been integrated with the service design and delivery, making the centre a more user-friendly place.
描述了在一个社区心理健康中心开展消费者满意度调查的情况以及由此带来的改进。设计了一份问卷，以半结构化访谈的形式发放，以征集客户的观点和意见。他们的回答突出了该中心的一些积极方面，特别是在工作人员以及他们提供的治疗支持方面。反馈还揭示了一些需要改进的领域。报告了在药物治疗、活动、隐私、评估、社会服务问题和投诉方面提出的六项建议。工作人员努力实施了一系列变革，以提高他们提供的服务质量。最终结果是，用户的观点和意见已融入服务设计和提供过程中，使该中心成为一个对用户更友好的地方。
