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A typology of satisfaction with mental health services based on Andersen’s behavioral model

  • Marilyn Fortin
  • Zhirong Cao
  • Marie-Josée Fleury
Original Paper

Abstract

Objective

Patients with mental disorders (MDs) form a highly heterogeneous group, whose satisfaction with mental health services (MHS) may vary according to different variables. Identifying patient subgroups with similar levels of satisfaction may help identify variables that contribute to satisfaction or dissatisfaction with services. This study established a typology of patient satisfaction with MHS that revealed variables specific to each group.

Methods

The study included 325 patients with MDs across four health service networks offering integrated and diversified services. Data were collected using five standardized instruments, and participant medical records. A conceptual framework was developed, based on Andersen’s Behavioral Model, which integrates socio-demographic, clinical, needs-related and service use variables. Using cluster analysis, a typology of patient satisfaction was created.

Results

Analyses yielded four patient clusters: two where levels of satisfaction were relatively high and two with lower levels of satisfaction (range 3.74–4.37). Greater care continuity and higher income related to greater patient satisfaction; whereas co-occurring MDs and substance use disorders (SUD), as well as more numerous and severe needs, characterized dissatisfied patients who were frequent users of MHS.

Conclusions

Results highlight the need for continuity of care and adequate socio-economic conditions for increasing patient satisfaction with MHS. Lower levels of satisfaction among patients with common MDs and SUDs suggest the importance of addressing their specific needs to enhance satisfaction and MH recovery.

Keywords

Typology Cluster analysis Patient satisfaction Mental health services Andersen’s behavioral model 

Notes

Acknowledgements

This study was funded by the Fonds de la recherche en santé du Québec (FRSQ), Grant number 22367. We gratefully acknowledge the support of this agency; and would also like to thank the co-investigators and patients who participated in the research.

Conflict of interest

The authors declare no conflicts of interest.

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Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2018

Authors and Affiliations

  • Marilyn Fortin
    • 1
    • 2
  • Zhirong Cao
    • 2
  • Marie-Josée Fleury
    • 1
    • 2
  1. 1.Department of PsychiatryMcGill UniversityMontrealCanada
  2. 2.Douglas Hospital Research CentreMontrealCanada

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