دانلود رایگان مقاله انگلیسی تضمین رضایت - بررسی بحث رضایت مشتری - وایلی 2018

ABSTRACT

Despite many people being forensically hospitalized worldwide, there is limited research reporting on their views of the care they receive. To describe consumer satisfaction and areas for improvement, we utilized our forensic psychiatric hospital’s consumer survey. Eleven years of surveys, including a total of 541 surveys, were analysed both quantitatively and qualitatively. The majority of the forensic inpatients believed that their views were valued in their care and treatment. Most felt physically and emotionally safe at the hospital and believed that staff knew how to support them in times of distress. The majority felt that their culture and spirituality were respected. However, some areas for improvement were also noted, such as regarding staff attitudes. This consumer survey demonstrated a reasonably high level of satisfaction with forensic inpatient care, over the course of eleven years, despite this population of people being subject to lengthy hospitalisations. Satisfaction surveys of people in forensic inpatient units can be a regular part of forensic care and can help guide improvements in their care.

CONCLUSION AND RELEVANCE FOR CLINICAL PRACTICE

In line with the primary purpose of their role, the consumer advisors were able to use both the quantitative and qualitative data from the surveys to highlight patient concerns, draw attention to consistent areas of satisfaction and dissatisfaction, and propose changes. Quality improvement activities supported and encouraged by survey data over the 11 years of the survey include in-service educational sessions regarding aspects of low or high satisfaction areas initiated by staff after learning survey results, the production of a patient information pack, the continued highlighting of the importance of programmes and activities to patients which contributed to the development of a programme subservice and structure. Perhaps the most influential ‘by-product’ of the annual surveys’ update and insight into patients’ responses to service delivery can be seen in the Mason Clinic’s openness to including patients within decision-making structures. This has resulted in an established process for selection and approval of ‘consumer representatives (reps)’ who are current inpatients who participate in a variety of service decisionmaking meetings and forums, and more recently the employment of a former patient of the Mason Clinic to the role of consumer advisor. Along with cultural and family input, patient feedback has significantly increased in prominence when any changes that will impact care and treatment are being considered. This direction does reflect an increased drive for service user input in mental health in general; however, this may be more novel to forensic inpatient services.