Implementation of a panel of service users for the evaluation of mental health outpatient services.
The purpose of this study is to describe the experience of a standing panel of psychiatric outpatients over a period of five years. The procedure is used as a complementary method to assess client satisfaction regarding services provided by a Montreal psychiatric institute. During this period, 13 meetings were held, involving a total of 22 patients as active members of the panel. These sessions allowed 11 decision makers of the institute to consult the panel regarding various topics such as service organization, quality of services, and client information. In a context of internal evaluation, by giving direct and rapid access to service users' perspectives on key issues regarding service provision, the panel appeared to be a practical procedure for use in complement with other satisfaction assessment methods. Unplanned effects included the recruitment of participants as patient representatives on different hospital committees and associations, and as presenters in conferences and congresses.
Perreault
Michel
M
Douglas Mental Health University Institute, Quebec, Canada. michel.perreault@douglas.mcgill.ca
Renaud
Jeff
J
Bourassa
Francine
F
Beauchesne
Louise
L
Mpiana
André
A
Bernier
Sylvain
S
Milton
Diana
D
D000554:Ambulatory Care Facilities / Q000458:organization & administration / Q000592:standards; D006801:Humans; D008605:Mental Health Services / Q000458:organization & administration* / Q000592:standards; D010358:Patient Participation / Q000379:methods*; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D011792:Quebec