Consumer satisfaction with mental health service delivery in Durban.

Abstract

This research presents a consumer evaluation of the delivery and aspects of services provided at three community run mental health centres. The purpose of this research is to describe the satisfaction levels of consumers with mental health service delivery in Durban, with a view to using this information to improve the services in future for quality assurance. The current investigation takes a look at how a comprehensive community mental health centre is perceived by its consumers. The subjects totalling one hundred and eleven clients who were attending psychiatric community health clinics during the study period. Using client self report questionnaires, the study investigates clients' perceptions of several aspects of their clinical care in community mental health service. In addition to assessing the clients' level of overall satisfaction and degree of acceptability of the services to the clients, the researcher was also interested in determining the expectation of consumers and how the clients perceived the effectiveness of health care service delivery. Additional information provided was the clients' views of the quality and outcome oftherapy. As further measures of the clinic's effectiveness and client satisfaction, questions relative to other help seeking actions, future behaviour in similar situations and recommendations ofthe clinic to others were asked. In addition to asking a wide variety of satisfaction-related questions, sociodemographic detail (i.e. age, gender, race, educational level, employment status, length of visits to the clinic) were asked. Most participants were unemployed men. Analysis of findings indicated that most participants were satisfied with the health service provided. Recommendations were, however, further made for improving quality of care and towards additional studies in other settings to include appropriate proportions of all racial groups in South Africa.