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Table 3 Sample 2: distribution of service satisfaction

From: Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study

Item

Service users (n = 150)

Caregiver (n = 150)

 

Strongly disagree

N (%)

Disagree

N (%)

Agree

N (%)

Strongly agree

N (%)

Strongly disagree

N (%)

Disagree

N (%)

Agree

N (%)

Strongly agree

N (%)

The health worker treated me with courtesy

0 (0.0)

5 (3.3)

104 (69.3)

41 (27.3)

0 (0.0)

5 (3.3)

83 (55.3)

62 (41.3)

The health worker listened to me carefully

0 (0.0)

3 (2.0)

110 (73.3)

37 (24.7)

0 (0.0)

7 (4.7)

90 (60.4)

52 (34.9)

The health worker explained me things in a way I understood

1 (0.7)

5 (3.4)

115 (77.2)

28 (18.8)

0 (0.0)

5 (3.3)

112 (74.7)

33 (22.0)

The health facility was clean

0 (0.0)

5 (3.3)

103 (68.7)

42 (28.0)

1 (0.7)

1 (0.7)

88 (58.7)

60 (40.0)

The waiting area was clean

2 (1.3)

12 (8.0)

118 (78.7)

18 (12.0)

0 (0.0)

13 (8.7)

110 (73.3)

27 (18.0)

The latrine was clean [don’t use toilet SU n = 47 (31.3); CG n = 46 (30.7)]

3 (2.0)

12 (8.0)

65 (43.3)

23 (15.3)

4 (2.7)

10 (6.7)

53 (35.3)

37 (24.7)

The waiting time was acceptable

2 (1.3)

27 (18.0)

109 (72.7)

12 (8.0)

2 (1.3)

25 (16.7)

109 (72.7)

14 (9.3)

I have enough time to discuss with health worker

0 (0.0)

13 (8.7)

117 (78.0)

20 (13.3)

3 (2.0)

8 (5.3)

110 (73.3)

29 (19.3)

I was give information in a way I understood

1 (0.7)

6 (4.0)

124 (82.7)

19 (12.7)

1 (0.7)

5 (3.3)

115 (76.7)

29 (19.3)

I received helpful advice

1 (0.7)

12 (8.1)

97 (65.1)

39 (26.2)

2 (1.3)

4 (2.7)

85 (56.7)

59 (39.3)

Administrative staff treated me with courtesy and respect

2 (1.3)

3 (2.0)

124 (82.3)

21 (14.0)

1 (0.7)

8 (5.4)

111 (74.5)

29 (19.5)

The health worker involved my family helpfully

1 (0.7)

2 (1.3)

124 (82.7)

23 (15.3)

0 (0.0)

4 (2.7)

122 (81.3)

24 (16.0)

My privacy is respected

1 (0.7)

6 (4.0)

128 (85.3)

15 (10.0)

1 (0.7)

14 (9.4)

114 (76.5)

20 (13.4)

I have the opportunity for follow up with the same health worker

1 (0.7)

14 (9.3)

123 (82.0)

12 (8.0)

1 (0.7)

14 (9.4)

118 (79.2)

16 (10.7)

My personal information is kept confidential

1 (0.7)

6 (4.0)

98 (65.3)

45 (30.0)

0 (0.0)

8 (5.3)

84 (56.0)

58 (38.7)

Referral to specialist is possible

2 (1.3)

4 (2.7)

101 (67.3)

43 (28.7)

0 (0.0)

4 (2.7)

96 (64.4)

49 (32.9)

The treatment reduced my symptoms

0 (0.0)

14 (9.4)

79 (53.0)

56 (47.6)

0 (0.0)

13 (8.7)

65 (43.3)

72 (48.0)

The treatment reduced relapse of my illness

2 (1.3)

17 (11.3)

77 (51.3)

54 (36.0)

1 (0.7)

19 (12.7)

60 (40.0)

70 (46.7)

The treatment helped me to improve my income

2 (1.4)

33 (22.3)

71 (48.0)

42 (28.4)

6 (4.0)

38 (25.3)

56 (37.3)

50 (33.3)

I can get a health worker’s help any time I need

1 (0.7)

3 (2.0)

123 (82.0)

23 (15.3)

0 (0.0)

8 (5.3)

113 (75.3)

29 (19.3)

It was easy to come to the hospital

5 (3.3)

22 (14.7)

113 (75.3)

10 (6.7)

6 (4.0)

19 (12.7)

107 (71.3)

18 (12.0)

I had enough time to come to the hospital

2 (1.3)

36 (24.0)

103 (68.7)

9 (6.0)

1 (0.7)

27 (18.0)

112 (74.7)

10 (6.7)

I had enough money to come and get treatment

12 (8.0)

63 (42.0)

72 (48.0)

3 (2.0)

7 (4.7)

58 (38.7)

79 (52.7)

6 (4.0)

I would advise my family to come to the hospital

2 (1.3)

7 (4.7)

89 (59.3)

52 (34.7)

4 (2.7)

9 (6.0)

69 (46.0)

68 (45.3)