Lovell K
J Psychiatr Ment Health Nurs. 1995;2(3):143-50. doi: 10.1111/j.1365-2850.1995.tb00049.x.
Although a wealth of literature regarding lay evaluation or satisfaction with health services exists, a paucity of literature is available about satisfaction with mental health services. Much of this literature is fraught with methodological problems. The study described, using both quantitative and qualitative methodology, investigated how users of in-patient mental health services evaluated these services with particular reference to the areas of the admission process, treatment, ward environment and safety. The findings confirmed the broad outcomes reported in the literature, in that they demonstrated the mismatch between quantitative and qualitative data. Global satisfaction ratings were generally positive; however, more specific questions yielded less positive outcomes. Semi-structured interviews reported some important areas of dissatisfaction, including a lack of information regarding treatment and services. Fears relating to safety were expressed equally by male and female users. Further work in this area is required with larger samples, and with specific reference to the experience of ethnic minorities and those detained under the Mental Health Act.
尽管存在大量关于外行对健康服务的评价或满意度的文献，但关于心理健康服务满意度的文献却很少。这些文献大多存在方法学问题。所描述的这项研究采用定量和定性方法，调查了住院心理健康服务的使用者如何评价这些服务，特别提及了入院流程、治疗、病房环境和安全等方面。研究结果证实了文献中报道的大致结果，即定量和定性数据之间存在不匹配。总体满意度评级通常是积极的；然而，更具体的问题得出的结果则不那么积极。半结构化访谈报告了一些重要的不满领域，包括缺乏关于治疗和服务的信息。男性和女性使用者都同样表达了对安全的担忧。需要在这个领域开展更多工作，涉及更大的样本，并特别关注少数民族以及根据《精神健康法》被拘留者的经历。
