The Conceptualization of Mental Health Service Quality Assessment: Consumer Perspective

  • Eric BaduEmail author
  • Anthony Paul O’Brien
  • Rebecca Mitchell
Original Article


This review synthesises theoretical approaches and methodological considerations in mental health service quality assessment from consumers-perspective. We searched published articles from databases: EMBASE, MEDLINE, CIHNAL, Scopus, Web of Science, and PsycINFO. Of the 30 included papers, 16 contained instruments used to mental health quality assessment and 14 focused on theoretical constructs. The review finds that mental health quality assessment is explained and measured using constructs that focus on structure, process and outcome. The methodological issues that need critical consideration are the context and cultural norms of services, outcome perspectives, evaluator, sources of information as well as the selection of consumers and instruments. The review recommends that researchers and clinicians should consider the theoretical constructs and methodological issues in mental health quality assessment.


Theoretical approaches Methodological issues Mental health service quality Assessment Consumers-perspective outcome 



The authors wish to thank the University of Newcastle Graduate Research Australia, for the Doctoral Scholarship offered to the lead author. The authors are also grateful for the support received from Debbie Booth, the Librarian for supporting the literature search.

Compliance with Ethical Standards

Conflict of interests

All authors declare that they have no conflict of interest.


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Copyright information

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Authors and Affiliations

  1. 1.School of Nursing and MidwiferyThe University of NewcastleCallaghan, NewcastleAustralia
  2. 2.Faculty of Health and Medicine, School Nursing and MidwiferyUniversity of NewcastleCallaghan, NewcastleAustralia
  3. 3.Faculty of Business and EconomicsMacquarie UniversityNorth Ryde, SydneyAustralia

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