Beyond satisfaction, what service users expect of inpatient mental health care: a literature review
- 5 November 2009
- journal article
- review article
- Published by Wiley in Journal of Psychiatric and Mental Health Nursing
- Vol. 16 (10), 927-937
- https://doi.org/10.1111/j.1365-2850.2009.01501.x
Abstract
To provide efficient and effective inpatient mental health services, it is imperative to not only ascertain if service users are satisfied with the care received from nurses, but also the degree to which initial expectations are being met. Ten reports of primary research on service users' experiences, perceptions and expectations of inpatient mental health care were examined to understand what service users' expect of inpatient mental health care and the implications for nursing practice. The World Health Organization's description of responsiveness to service users' non-medical expectations of care was used as a framework for retrieving literature and organizing the research outcomes. Responsiveness includes seven categories of healthcare performance ranging from respect for the dignity of the person, to adequacy of amenities, and choice of provider. Service users expect to form interpersonal relationships with nurses; however, non-clinical responsibilities serve as barriers which consume considerable available nursing time that otherwise could be spent developing therapeutic relationships. In addition, inpatient programming ideas are identified for the provision of better services. Hospitals' expectations of mental health nurses will need to be reconsidered if these nurses are to provide the time and resources necessary to meet current service users' expectations.Keywords
This publication has 20 references indexed in Scilit:
- The importance of relationships in mental health care: A qualitative study of service users' experiences of psychiatric hospital admission in the UKBMC Health Services Research, 2008
- Perceived Characteristics of Psychiatric Nurses: Stigma by AssociationArchives of Psychiatric Nursing, 2008
- How mental health nursing can best improve service users' experiences and outcomes in inpatient settings: responses to a national consultationJournal of Psychiatric and Mental Health Nursing, 2007
- How do patients expect the mental health service system to act? Testing the WHO responsiveness concept for its appropriateness in mental health careSocial Science & Medicine, 2007
- The role of the registered nurse in an acute mental health inpatient setting in New Zealand: Perceptions versus realityInternational Journal of Mental Health Nursing, 2005
- The realities of mental health nursing in acute inpatient environmentsInternational Journal of Mental Health Nursing, 2004
- Consumer perspectives on quality of inpatient mental health servicesArchives of Psychiatric Nursing, 2003
- Consumer feedback on nursing care and discharge planningJournal of Advanced Nursing, 2003
- Nurses' perceptions of multidisciplinary teamwork in acute psychiatric settingsJournal of Psychiatric and Mental Health Nursing, 2000
- What do people need psychiatric and mental health nurses for?Journal of Advanced Nursing, 2000