Cleary Michelle, Horsfall Jan, Hunt Glenn E
Research Unit, Central Sydney Area Mental Health Service, New South Wales, Australia.
J Adv Nurs. 2003 May;42(3):269-77. doi: 10.1046/j.1365-2648.2003.02616.x.
Gaining consumer feedback about nursing care and discharge planning is especially important given the changes that have occurred in acute inpatient mental health facilities. Consumers can best define the quality of the service they receive and surveys are considered to be good sources of information about nursing care and discharge planning.
The aims of this study were to clarify consumer discharge needs, ascertain consumer perceptions of helpful practice, identify areas that require improvement, identify resources consumers deem important, ascertain satisfaction with specific aspects of services, and obtain baseline data to improve future discharge planning.
Satisfaction-with-services and discharge questionnaires were completed by clients (39 and 45, respectively) prior to discharge from three acute inpatient mental health units over a 2-month period.
Findings indicated that clients were most satisfied with the respect they received from staff, attention staff gave to concerns and worries, quality of service provided by nurses, way treatment met client needs and overall stay in hospital. The majority of respondents (95%) indicated that their discharge arrangements were explained to them and 90% were satisfied with these. Whilst over two-thirds indicated that the information provided in hospital to assist with discharge had been helpful, they highlighted some areas for service improvement. Resources to prepare them better for discharge included increased contact with consumer consultants and more information about mental health problems, medication and relapse prevention.
This study constitutes another small step towards decreasing the gap between consumer expectations and actual treatment by asking consumers about their perceptions of discharge planning. The findings provide the basis for the development of more appropriate strategies to improve the continuity of services between hospital and community mental health settings.
鉴于急性住院精神卫生机构发生的变化，获取消费者对护理及出院计划的反馈尤为重要。消费者能够最好地界定他们所接受服务的质量，而调查被视为有关护理及出院计划的良好信息来源。
本研究的目的是明确消费者的出院需求，确定消费者对有益做法的看法，找出需要改进的领域，确定消费者认为重要的资源，确定对服务特定方面的满意度，并获取基线数据以改进未来的出院计划。
在两个月的时间里，来自三个急性住院精神卫生单元的患者（分别为39名和45名）在出院前完成了服务满意度和出院调查问卷。
结果表明，患者对工作人员给予他们的尊重、工作人员对其担忧的关注、护士提供的服务质量、治疗满足患者需求的方式以及在医院的总体住院体验最为满意。大多数受访者（95%）表示他们的出院安排已向其解释，90%的人对这些安排感到满意。虽然超过三分之二的人表示医院提供的协助出院的信息很有帮助，但他们也指出了一些服务改进的领域。有助于他们更好地为出院做准备的资源包括增加与消费者顾问的联系以及更多关于心理健康问题、药物治疗和预防复发的信息。
本研究通过询问消费者对出院计划的看法，朝着缩小消费者期望与实际治疗之间的差距又迈出了一小步。研究结果为制定更合适的策略以改善医院与社区精神卫生机构之间服务的连续性提供了依据。
