A survey of psychiatric patients' views of outpatient clinic facilities
Jones, L.; Lodge, A.
Health Bulletin 49(6): 320-328
1991
ISSN/ISBN: 0374-8014 PMID: 1765482 Document Number: 371984
Psychiatric services have been slow to solicit the views of their patients about quality. This study asked attenders at an outpatient clinic at a large psychiatric teaching hospital about their opinions on the referral process, waiting time, access, waiting within the clinic, consultations, and overall satisfaction. Response rates were 86% and 70% for the two parts of an interviewer-administered, structured questionnaire. A range of criticisms and concerns were identified, some of which have since been addressed by practical measures. Overall satisfaction was related to the quality of communication within the consultation and to the length of waiting time from referral to appointment. The study confirms the practicality of consumer studies in a psychiatric setting.