Perceptions of care and services by the clients and families: a personal experience

This study was initiated in response to a provincial mental health policy e mphasizing the primacy of the person and the hospital's decision to adopt t otal quality management. The objective of the project waste learn more abou t how clients and families viewed the care and services received during a p sychiatric admission. Their perceptions were elicited through seven focus g roups including multiple admission (3) clients and families of single and m ultiple admission clients (2 each). Group sessions:were tape-recorded, tran scribed and analysed for themes. Three major themes were identified: quanti ty and quality of care, individuality and partnership. Both positive and ne gative comments were made within each of these themes, but two major areas for improvement were continuity of care and the environment. The findings a re being used to. change practices within the Department of Psychiatry.