Perera H, Perera R
Department of Psychological Medicine, Faculty of Medicine, University of Colombo.
Ceylon Med J. 1998 Dec;43(4):185-90.
Satisfaction with outpatient care is determined by the extent to which the expectations of users are met. Obtaining the opinion of users is considered a reliable method of assessing the quality of service. The objective of our study was to assess the degree of satisfaction expressed by users of a child psychiatry outpatient service and to match degree of satisfaction with the dropout rate.
A questionnaire was used to assess the users' expectation of the service and degree of satisfaction. Dropout rate was determined from the clinical records.
165 new referrals to the outpatient service were recruited for the study. 41.2% expected a cure for the child's mental health problem. 65.5% expressed satisfaction with the treatment intervention and time provided at the first consultation. Positive free text comments supported this opinion, but were incongruent with the 32.8% dropout rate after the first and second visits to the clinic. Behaviour problems in children and serious social problems in the families increased the risk of dropout from treatment.
Initial expression of satisfaction with the service by the users does not guarantee continued co-operation with follow up care. Sensitivity in the approach to treatment is needed where there is a higher risk of dropout.
门诊护理的满意度取决于用户期望得到满足的程度。征求用户意见被认为是评估服务质量的可靠方法。我们研究的目的是评估儿童精神科门诊服务用户所表达的满意度，并将满意度与辍学率进行匹配。
使用问卷调查来评估用户对服务的期望和满意度。辍学率根据临床记录确定。
本研究招募了165名新转诊至门诊服务的患者。41.2%的人期望治愈孩子的心理健康问题。65.5%的人对首次咨询时提供的治疗干预和时间表示满意。积极的自由文本评论支持了这一观点，但与首次和第二次就诊后的32.8%的辍学率不一致。儿童的行为问题和家庭中的严重社会问题增加了治疗辍学的风险。
用户对服务的初步满意度表达并不能保证后续护理中持续合作。在辍学风险较高的情况下，治疗方法需要具备敏感性。
