Psychiatric Out Patients Health Service Satisfaction At Psychiatric Outpatient Department In Amanuel Hospital A.a Ethiopia

Consumer satisfaction is playing an increasingly important role in quality of carernreforms and health-care delivery more generally in United States of America and Europe.rnHowever, consumer satisfaction studies are challenged by the lack of a universally acceptedrndefinition or measure [1–6] and by a dual focus: while some researchers focus on patientrnsatisfaction with the quality and type of health-care services received [7–10]. Others focus onrnpeople’s satisfaction with the health system more generally [11–14]. The importance of bothrnperspectives has been demonstrated in the literature. For example, satisfied patients are morernlikely to complete treatment regimens and to be compliant and cooperative [14, 15]. Researchrnon health system satisfaction, which is largely comparative, has identified ways to improvernhealth, reduce costs and implement reform. Even though it is difficult to find an agreed-uponrndefinition, patient satisfaction is “health care recipient’s reaction to salient aspects of his orrnher experience, expectation and preference of a service met by health care service andrnprovider [17] and is one desired outcome of mental health care service and core parameter forrnthe positive evaluation of a mental health care system [18-20]. For consumers of mentalrnhealth services, satisfaction has become a significant contributing outcome in the assessmentrnand improvement of quality of care, including adherence to treatment, intent to return for carernand follow-up and continuity of outpatient care [21].rnThe absence of a solid conceptual basis and consistent measurement tool forrnconsumer satisfaction has led, over the past 10 years, to a proliferation of surveys that focusrnexclusively on patient experience, i.e. aspects of the care experience such as waiting times,rnthe quality of basic amenities, and communication with health-care providers, all of whichrnhelp identify tangible priorities for quality improvement.rnThe increasing importance of patient experience and the sustained interest inrncomparing people’s satisfaction with the health system across different countries and timern2rnperiods suggests the need to characterize the relationship between them. Research relatingrnglobal satisfaction ratings with patient experience has revealed strong associations betweenrnthe two [23]. Yet to what extent patient experience explains satisfaction with the health-carernsystem remains unclear. The literature suggests that much of the remaining variation in healthrnsystem satisfaction after adjusting for factors commonly used to measure the concept is arnreflection of patient experience [24, 25].rnDifferent studies showed that the global level of patient satisfaction to psychiatricrnservices ranges from 39.3% to 91.9%. A range of factors can affect patient satisfaction,rnincluding unpleasantly built environments, staff being too busy, failure to obtain prescribedrnmedications from the hospital pharmacies, the stigma of a psychiatric treatment service, longrnwaiting hours, results, and payment for psychiatric services. Consequently, a dissatisfiedrnpatient is not psychologically and socially well becoming evident of lack of goal attainmentrnby the service provider or the clinician.[31–33] Different studies also indicated that, otherrnthan the quality of service delivery, satisfaction is also affected by many factors such asrnpatients’ demographics [34,35] diagnosis and duration of disease, [36,37] treatment program,rn[38] and patients’ expectation of service [39] Studies on 21 European countries showed thatrnpatient experience accounts for only a small fraction of the unexplained variation in healthrnsystem satisfaction, even after adjustments for the demographic, health and institutionalrnfactors with which such satisfaction is commonly associated. [21–23, 26–30]. In this study,rnmost of the variation in satisfaction with the health-care system was explained by factorsrnabove and beyond patient experience.rnReliance on psychiatric symptoms alone as a measure of service satisfaction isrnsomehow a narrow concept; it is rather important to see how satisfied the patients are by thernservice they received [42]. Despite psychiatric outpatient service being given in most ofrnreferral hospitals in Ethiopia, there had been few evidences that examined patients’rn3rnsatisfaction with the quality of psychiatric care based on sound theoretical frameworks andrnthis study also probably contributes pattern of satisfaction of psychiatric patients in Ethiopia.rnHowever the scales used to measure satisfaction level was based on scales validated and usedrnin other countries. Hence a need to understand more patients experience based on a mentalrnhealth service scale (MHSSS) scale, validated and tested in Ethiopia makes this study soundrnhelpful [45].Patient’s responses to their experiences of using services are under-researched inrnthe context of mental healthcare in low income countries.rnTherefore, the purpose of this study is to explore the factors underlying psychiatricrnpatients’ satisfaction with the health-care system and the extent to which satisfaction reflectsrntheir experience of care with the validated MHSSS (mental health service satisfaction scale)rntool in Ethiopia, written in Amharic and English version as a measure of satisfaction amongrnconsumers of mental healthcare.

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