Consumer satisfaction with community mental health care in Durban

Abstract

This study presents a consumer evaluation of the delivery and aspects of services provided at three community-run mental health centres with the aim of using this information to improve the services in future for quality assurance. One hundred and eleven clients attending the psychiatric community health clinics responded to a self-report questionnaire that elicited information on their satisfaction with several aspects of their clinical care in community mental health services. Items on the questionnaire included clients' level of overall satisfaction and degree of acceptability of the services to the clients, the effectiveness of health care service delivery, clients' views of the quality and outcome of therapy, the clinic's effectiveness, future behaviour in similar situations, and recommendations of the clinic to others. Analysis of findings indicated that participants were generally satisfied with the mental health service provided, with suggestions for some areas of care needing attention. Recommendations were made for improving certain aspects of follow up care and for additional studies in other settings to include appropriate proportions of all racial groups in South Africa.