User satisfaction with child psychiatry outpatient care: implications for practice

Abstract

Introduction: Satisfaction with outpatient care is determined by the extent to which the expectations of users are met. Obtaining the opinion of users is considered a reliable method of assessing the quality of service. The objective of our study was to assess the degree of satisfaction expressed by users of a child psychiatry outpatient service and to match degree of satisfaction with the dropout rate.

Method: A questionnaire was used to assess the users' expectation of the service and degree of satisfaction. Dropout rate was determined from the clinical records.

Results: 165 new referrals to the outpatient service were recruited for the study. 41.2% expected a cure for the child's mental health problem. 65.5% expressed satisfaction with the treatment intervention and time provided at the first consultation. Positive free text comments supported this opinion, but were incongruent with the 32.8% dropout rate after the first and second visits to the clinic. Behaviour problems in children and serious social problems in the families increased the risk of dropout from treatment.

Conclusions: Initial expression of satisfaction with the service by the users does not guarantee continued co-operation with follow up care. Sensitivity in the approach to treatment is needed where there is a higher risk of dropout.