[Differences on perceptions of quality of care and respect for rights in mental health between user, family and staff].
BACKGROUND
This study is based on the inadequate quality of care and respect for rights in mental health services and on differences in perceptions on these issues between users, families and staff in other countries.


OBJECTIVE
To compare the perceptions of quality and respect of rights between users, families and staff in Chile.


METHODS
In 15 randomized specialized outpatient facilities, 146 users, 64 families and 148 staff were interviewed applying the WHO QualityRights instrument. The interviews with users and families were conducted by a user and the interviews with staff were conducted by a mental health professional, both interviewers were external to the 15 centers and trained in the use of the instrument.


RESULTS
Total scores for the set of 18 indicators studied show lower values among users and families compared with staff (p <0.001). In three of the four areas studied significant differences were observed, with users and relatives also perceiving a lower percentage of compliance with standards than did the staff. The area of rights to inclusion in the community was the one with the greatest difference among the three groups interviewed, with the 4 standards having significantly lower scores on users and their families


CONCLUSIONS
The results of this study contribute to highlight the importance of mental health services really listening the voice of users and their families, in order to understand their needs and expectations about care. The need for users to actively participate in treatment decisions and implementing community interventions to promote greater social inclusion are also concluded.
Escuela de Salud Pública Dr. Salvador Allende, Facultad de Medicina, Universidad de Chile, Santiago, Chile Hospital Santiago Oriente Dr. Luis Tisne, Santiago, Chile.
Alberto
A
Minelotti
Escuela de Salud Pública Dr. Salvador Allende, Facultad de Medicina, Universidad de Chile, Santiago, Chile Hospital Santiago Oriente Dr. Luis Tisne, Santiago, Chile.
Olga
O
Toro
Escuela de Salud Pública Dr. Salvador Allende, Facultad de Medicina, Universidad de Chile, Santiago, Chile Hospital Santiago Oriente Dr. Luis Tisne, Santiago, Chile.
Ruben
R
Alvarado
Escuela de Salud Pública Dr. Salvador Allende, Facultad de Medicina, Universidad de Chile, Santiago, Chile Hospital Santiago Oriente Dr. Luis Tisne, Santiago, Chile.
Ximena
X
Rayo
D002677:Chile; D003155:Community Mental Health Centers / Q000592:standards; D003430:Cross-Sectional Studies; D005190:Family; D005260:Female; D006282:Health Personnel / Q000706:statistics & numerical data; D006801:Humans; D008297:Male; D008605:Mental Health Services / Q000592:standards*; D028701:Patient Rights; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D011785:Quality Assurance, Health Care / Q000592:standards*; D019984:Quality Indicators, Health Care; D018709:Statistics, Nonparametric