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Abstract(s)
A satisfação do utente é um indicador importante na avaliação da qualidade, na prestação de cuidados de saúde, incluindo os de saúde mental, desempenhando um papel importante no seu planeamento para melhor responder às necessidades de quem os procura, para a implementação das melhores práticas em saúde e para permitir ganhos em saúde. Desta forma, avaliação dos serviços por parte dos utentes constitui-se como um elemento chave do processo, contribuindo para a sua participação na tomada de decisão sobre os seus cuidados e tratamento. Embora nos últimos anos se tenha assistido a um incremento significativo de investigação nesta área, em Portugal estudos sobre a satisfação dos utentes ainda continuam escassos.
Neste estudo, avaliamos o grau de satisfação dos utentes e familiares que usam os cuidados de saúde mental prestados por um serviço localizado na comunidade. Para este efeito, foi utilizado o Questionário de Satisfação, desenvolvido pelo pela Instituição para avaliação dos serviços disponibilizados, nomeadamente: consulta de psicologia, consulta de psiquiatria, apoio social, estimulação cognitiva, grupo psicoeducativo multifamiliar, atividades familiares e pelo Gabinete de Integração Académica, Profissional e Ocupacional.
Os resultados do estudo demonstram um grau de satisfação elevado em todos os serviços prestados. Adicionalmente, não se encontrou neste estudo diferenças significativas em função do género e da idade dos utentes na satisfação com os serviços de que beneficiaram.
Em conclusão, o presente estudo com base nos resultados do questionário, confirmou o alto grau de satisfação dos utentes em relação a todos os serviços disponibilizados pela instituição avaliada podendo vir a ser importante para os serviços melhorarem a prestação de cuidados voltadas para as necessidades e expetativas do utente.
Service-users’ satisfaction is an important indicator in assessing the quality of the provision of health care, including mental health, playing an important role to better meet individual needs, and to contribute to the implementation of best practices in order to enable health and health gains. Thus, evaluation of services by users is considered as a key element of the process, contributing to their participation in decision making about their care and treatment. Although research in these areas has increased in recent years, in Portugal it is still scarce. In this study, we evaluated the degree of satisfaction of both users and family-members who receive mental health services provided by a community-based mental health facility. Through a Satisfaction Questionnaire developed by the institution, service-users’ satisfaction was assessed regarding seven domains: individual psychotherapy, consultation of psychiatry, social support, cognitive rehabilitation, multifamily psychoeducational group, family activities and academic, professional and occupational integration support. The results of the study showed a high degree of satisfaction of the participants in all services provided by this facility. No significant differences were found in the level of satisfaction regarding service users’ gender or age. Furthermore, this study showed a significant correlation between the degree of satisfaction with the consultations of psychology and the way appointments were made, as well as between satisfaction with cognitive rehabilitation and the conditions of the place where it is provided. In conclusion based on the questionnaires results, this study highlighted the high level of service-users’ satisfaction with the services provided by a community-based facility, and might be relevant to improve the mental health services focused on the needs and expectations of users.
Service-users’ satisfaction is an important indicator in assessing the quality of the provision of health care, including mental health, playing an important role to better meet individual needs, and to contribute to the implementation of best practices in order to enable health and health gains. Thus, evaluation of services by users is considered as a key element of the process, contributing to their participation in decision making about their care and treatment. Although research in these areas has increased in recent years, in Portugal it is still scarce. In this study, we evaluated the degree of satisfaction of both users and family-members who receive mental health services provided by a community-based mental health facility. Through a Satisfaction Questionnaire developed by the institution, service-users’ satisfaction was assessed regarding seven domains: individual psychotherapy, consultation of psychiatry, social support, cognitive rehabilitation, multifamily psychoeducational group, family activities and academic, professional and occupational integration support. The results of the study showed a high degree of satisfaction of the participants in all services provided by this facility. No significant differences were found in the level of satisfaction regarding service users’ gender or age. Furthermore, this study showed a significant correlation between the degree of satisfaction with the consultations of psychology and the way appointments were made, as well as between satisfaction with cognitive rehabilitation and the conditions of the place where it is provided. In conclusion based on the questionnaires results, this study highlighted the high level of service-users’ satisfaction with the services provided by a community-based facility, and might be relevant to improve the mental health services focused on the needs and expectations of users.