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The Conceptualization of Mental Health Service Quality Assessment: Consumer Perspective

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Abstract

This review synthesises theoretical approaches and methodological considerations in mental health service quality assessment from consumers-perspective. We searched published articles from databases: EMBASE, MEDLINE, CIHNAL, Scopus, Web of Science, and PsycINFO. Of the 30 included papers, 16 contained instruments used to mental health quality assessment and 14 focused on theoretical constructs. The review finds that mental health quality assessment is explained and measured using constructs that focus on structure, process and outcome. The methodological issues that need critical consideration are the context and cultural norms of services, outcome perspectives, evaluator, sources of information as well as the selection of consumers and instruments. The review recommends that researchers and clinicians should consider the theoretical constructs and methodological issues in mental health quality assessment.

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Acknowledgements

The authors wish to thank the University of Newcastle Graduate Research Australia, for the Doctoral Scholarship offered to the lead author. The authors are also grateful for the support received from Debbie Booth, the Librarian for supporting the literature search.

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Authors and Affiliations

  1. School of Nursing and Midwifery, The University of Newcastle, Callaghan, Newcastle, Australia

    Eric Badu

  2. Faculty of Health and Medicine, School Nursing and Midwifery, University of Newcastle, Callaghan, Newcastle, Australia

    Anthony Paul O’Brien

  3. Faculty of Business and Economics, Macquarie University, North Ryde, Sydney, Australia

    Rebecca Mitchell

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  1. Eric Badu
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  2. Anthony Paul O’Brien
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  3. Rebecca Mitchell
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Correspondence to Eric Badu.

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Badu, E., O’Brien, A.P. & Mitchell, R. The Conceptualization of Mental Health Service Quality Assessment: Consumer Perspective. Adm Policy Ment Health 46, 790–806 (2019). https://doi.org/10.1007/s10488-019-00955-w

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