Laboratory of Epidemiology and Social Psychiatry, IRCCS-Istituto di Ricerche Farmacologiche Mario Negri, Via La Masa 19, 20156, Milan, Italy,
Community Ment Health J. 2014 May;50(4):402-8. doi: 10.1007/s10597-013-9667-6. Epub 2013 Dec 8.
This study assessed the perceived quality of care by consumers with severe mental disorders. A questionnaire investigating service quality was developed by a consumer focus group and filled by 204 consumers. In five areas the negative evaluations exceeded or closely approximated the positive ones: choice of professionals, waiting times, information about illness and medications. All five do not refer to the outcomes of care, but to the concept of responsiveness. The results confirmed that people with severe mental disorders can give value judgments on various aspects of care. However, even in a service strongly oriented towards community care, the consumers' needs in sensitive areas concerning choices, respect and autonomy are not met. The application of the concept of responsiveness to quality improvement may help services to meet consumers' expectations.
本研究评估了患有严重精神障碍的消费者对护理质量的感知。通过消费者焦点小组开发了一个调查服务质量的问卷，并由 204 名消费者填写。在五个方面，负面评价超过或接近正面评价：专业人员的选择、等待时间、疾病和药物信息。这五个方面都不涉及护理结果，而是涉及反应性的概念。结果证实，患有严重精神障碍的人可以对护理的各个方面做出价值判断。然而，即使在一个以社区护理为重点的服务中，消费者在涉及选择、尊重和自主权的敏感领域的需求也无法得到满足。将反应性概念应用于质量改进可能有助于服务满足消费者的期望。
