[Use of the critical incident technique in the development of a measurement tool for satisfaction in psychiatry].
BACKGROUND
Health care centers will have to set up a regular survey of their patients' satisfaction, in addition to the discharge questionnaire. Few instruments for measuring satisfaction are at present available. A working group associating 10 psychiatric hospitals in Aquitaine conducted a study on the specificity of this measure in psychiatry.


OBJECTIVE
To record the patient's perception on the stay in order to identify areas of satisfaction and dissatisfaction as perceived and reported by himself, using a qualitative approach.


METHODS
The critical incident technique was used in 3 volunteer hospitals, in patients hospitalised in psychiatric wards selected by their doctor. Interview using a semi-structured questionnaire were conducted by an investigator external to the departments. Data were analysed in a qualitative way.


RESULTS
32 interviews could be analysed, and 215 events were extracted. These events were classified in 12 themes.


CONCLUSIONS
The events identified from these interviews have allowed identification of new areas of patient satisfaction, which could be used to build additional items centered on patients' preoccupations.
Pourin
C
C
Hôpital Xavier Arnozan-33604 Pessac, France. catherine.pourin@ccecqa.asso.fr
Daucourt
V
V
Barberger-Gateau
P
P
D000328:Adult; D000368:Aged; D005260:Female; D005602:France; D019538:Health Care Surveys; D006801:Humans; D008297:Male; D008605:Mental Health Services / Q000592:standards*; D008875:Middle Aged; D017060:Patient Satisfaction; D011787:Quality of Health Care; D012308:Risk Management; D011795:Surveys and Questionnaires