INFLUENCE OF PATIENT AND HOSPITAL FACTORS ON CONSUMER SATISFACTION WITH INPATIENT MENTAL-HEALTH TREATMENT

Objective: This study ex amines patient-and facility-related determina nts of satisfaction with inpatient mental health services. Methods: A random sample of veterans discharged from Department of Veterans Affai rs inpatient units with primary diagnoses of a psychiatric or substanc e use disorder (N=13,574) were mailed a 73-item questionnaire that add ressed aspects of their recent hospital experience. Multiple regressio n analysis was used to evaluate the relationship between patient and h ospital characteristics and both the likelihood of responding to the s urvey and aspects of satisfaction measured by 14 subscales. Results: A total of 4,968 veterans, or 37 percent, mailed back responses to the questionnaire. Respondents were older than nonrespondents and were mor e likely to be white and married and to have nonpsychotic disorders ot her than substance use disorders. The strongest and most consistent pr edictors of satisfaction were older age and better self-reported healt h. Longer length of stay was also associated with greater satisfaction on a majority of subscales. Findings among female and minority vetera ns were mixed across measures, Large facilities and facilities that sp ecialize in mental health treatment had lower levels of satisfaction t han others. Patient characteristics accounted for more of the variance in satisfaction than did facility characteristics. Conclusions: Older and healthier patients reported greater satisfaction with mental heal th care services. Accurate comparison of patient satisfaction between facilities requires that adjustments be made for differences in patien t characteristics. Large facilities may need to make special efforts t o personalize their services.