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PS 1997; 48:1553-1561
Copyright © 1997 by American Psychiatric Association
Influence of patient and hospital factors on consumer satisfaction with inpatient mental health treatment
R Rosenheck, NJ Wilson and M Meterko
Department of Veterans Affairs Northeast Program Evaluation Center, West Haven, CT 06516, USA.
OBJECTIVE: This study examines patient- and facility-related determinants
of satisfaction with inpatient mental health services. METHODS: A random
sample of veterans discharged from Department of Veterans Affairs inpatient
units with primary diagnoses of a psychiatric or substance use disorder (N
= 13,574) were mailed a 73- item questionnaire that addressed aspects of
their recent hospital experience. Multiple regression analysis was used to
evaluate the relationship between patient and hospital characteristics and
both the likelihood of responding to the survey and aspects of satisfaction
measured by 14 subscales. RESULTS: A total of 4,968 veterans, or 37
percent, mailed back responses to the questionnaire. Respondents were older
than nonrespondents and were more likely to be white and married and to
have nonpsychotic disorders other than substance use disorders. The
strongest and most consistent predictors of satisfaction were older age and
better self-reported health. Longer length of stay was also associated with
greater satisfaction on a majority of subscales. Findings among female and
minority veterans were mixed across measures. Large facilities and
facilities that specialize in mental health treatment had lower levels of
satisfaction than others. Patient characteristics accounted for more of the
variance in satisfaction than did facility characteristics. CONCLUSIONS:
Older and healthier patients reported greater satisfaction with mental
health care services. Accurate comparison of patient satisfaction between
facilities requires that adjustments be made for differences in patient
characteristics. Large facilities may need to make special efforts to
personalize their services.
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