Consumer satisfaction with services provided to head-injured patients and their families

Abstract

In the context of a broader survey of adjustment after head injury, both victims and their families rated satisfaction with professional health care services. Included were ratings of quality care, and of perceived helpfulness (to the victim and to the family) of select professional groups. Quality of service inquiries concentrated on patient/familial education about the consequences of head injury, aftercare, referral sources and prognosis. Many respondents indicated inadequate information was provided in these areas. Areas of greatest informational deficit included post-hospitalisation resources and expectations for outcome. Highest ratings of helpfulness were attributed, by both victims and their families, to professional groups that provided tangible, 'hands-on' services, e.g. nursing. Significantly lower ratings were observed for social service professions, e.g. psychology. Limited contact with psychologists/neuropsychologists was targeted as an area of concern. Ratings of all professional groups were discussed with reference to staff/family dynamics. The importance of a multifaceted patient/family education programme was stressed.