Patient satisfaction with psychiatric outpatient services - results of an eight-year survey at a German outpatient service

Introduction: The concept of patient satisfaction attempts to represent the subjective dimension of outcome quality, although several sociologic factors determine the necessity of this objectification. Aims and methods: This paper presents the longitudinal development of patient satisfaction with outpatient services in a psychiatric clinic over eight years. The anticipated high global satisfaction on a five-point scale can be differentiated into ten aspects of treatment. Results: Significant changes show chi-square tests for most satisfaction items over the observation time period, whereas the value significantly changed only for few items. If data are condensed to fewer scales, a far-reaching stability of the values lets itself be seen. The comparison of the coefficients of variance reflects a great stability of the outcomes with regard to judgement of the face-to-face consultation and general for the higher value-scales. A satisfaction-value-matrix helps interpret the generalisability of the results. Discussion: The results of such a survey should be considered in QM-measures, although program improvement does not necessarily correlate directly with an increase in satisfaction, not least because latter is multilayered.