Evaluation of Users` Satisfaction with Mental Health Services: A Systematic Review

Abstract

Abstract Background: The idea of satisfaction as an indicator of quality of care has been expanding in Mental Health, since users have a unique perspective on services and the high satisfaction may be linked to greater treatment adherence and success, while the opposite may increase the user’s chance of abandoning the service. Objective: To evaluate which factors are evidenced by users in satisfaction with mental health services. This objective was developed to answer the following question: What factors are evidenced by users in satisfaction with mental health services? Method: A Systematic literature review was conducted by means of the databases PubMed, Scopus, Embase, SciELO, Web of Science, LILACS, Science Direct. The articles selected were evaluated for the level of evidence and quality of the studies. The selection of studies was performed by two reviewers' independence from each other, with the application of the criteria established in the protocol. In cases of disagreement, a third reviewer was consulted to make a final decision. After the search process and the selection of publications, the final sample consisted of 15 articles. Results: The studies demonstrated that users were satisfied with the healthcare in mental health services and the evidences were categorized into: interpersonal relationships, treatment strategies and organization of mental health services. The points for a greater degree of satisfaction were the comprehensive approach with effective communication between the professional-user, the ease of access to information, respect for autonomy, the co-participation of users in therapeutic planning, the active inclusion of family members and caregivers in the care process, the provision of a physical structure that provides comfort, privacy, as well as the development of outside activities. Conclusion: Due to the dynamic nature of the evaluation process, the search for user satisfaction should be ongoing and encompass process that beyond health professionals’ assistance, but also involve treatment strategies and organization of the service. Keywords: Patient satisfaction, Mental health services, Health evaluation.