Table 5.
Mean scores (sd) and n (%) of service satisfaction (VSSS-EU) for relatives assessed at 9-month follow-up (dimensions: A, Access; E, Efficacy; I, Information; OS, Overall Satisfaction; PSB, Professionals' Skills and Behavior; RI, Relatives' Involvement; TI, Types of Intervention).
| VSSS-EU items | Treatment as usual group | Experimental treatment group | |
|---|---|---|---|
| FU (n = 60) | FU (n = 125) | p-value t-test or Fisher's exact test | |
| Effectiveness of service in helping (E) | 4.15 (0.74) | 4.17 (0.66) | 0.867 |
| Behavior of secretary staff (PSB) | 4.33 (0.82) | 4.34 (0.70) | 0.925 |
| Professional competence of psychiatrists/psychologists (PSB) | 4.33 (0.71) | 4.36 (0.65) | 0.822 |
| Comfort facilities (A) | 3.97 (0.72) | 4.01 (0.78) | 0.725 |
| Ability of psychiatrists/psychologists to listen and understand patient (PSB) | 4.20 (0.64) | 4.41 (0.70) | 0.049* |
| Manners of psychiatrists/psychologists (PSB) | 4.37 (0.84) | 4.46 (0.63) | 0.441 |
| Punctuality of professionals (PSB) | 4.15 (0.82) | 4.14 (0.82) | 0.928 |
| Cost of service (A) | 4.46 (0.68) | 4.45 (0.70) | 0.972 |
| Service effective in preventing relapse (E) | 4.20 (0.71) | 4.14 (0.79) | 0.622 |
| Respect for rights (PSB) | 4.47 (0.75) | 4.41 (0.68) | 0.583 |
| Help received (OS) | 4.19 (0.63) | 4.21 (0.72) | 0.878 |
| Explanation procedures (I) | 3.92 (0.95) | 4.10 (0.75) | 0.163 |
| Service effective in relieving symptoms (E) | 4.11 (0.75) | 4.11 (0.73) | 0.985 |
| Response of service to urgent needs (TI) | 4.04 (0.77) | 4.11 (0.84) | 0.627 |
| Arrangements for after hour emergencies (TI) | 3.85 (0.82) | 3.93 (0.94) | 0.673 |
| Thoroughness of psychiatrists/psychologists (PSB) | 4.09 (0.81) | 4.20 (0.74) | 0.381 |
| Referring to GP or other professionals (PSB) | 4.08 (0.89) | 4.04 (0.77) | 0.775 |
| Cooperation between service providers (PSB) | 4.20 (0.80) | 4.20 (0.76) | 0.965 |
| Publicity or information on services (I) | 3.70 (1.05) | 3.85 (0.80) | 0.293 |
| Kinds of service offered (OS) | 4.02 (0.78) | 4.11 (0.74) | 0.434 |
| Service received (OS) | 4.23 (0.73) | 4.24 (0.76) | 0.949 |
| Professional competence of nurses (PSB) | 4.18 (0.74) | 4.32 (0.64) | 0.210 |
| Recommendations to closest relative (RI) | 3.88 (1.08) | 4.23 (0.76) | 0.013** |
| Effectiveness of service for your knowledge of problems (E) | 3.93 (0.90) | 4.06 (0.83) | 0.352 |
| Manners of nurses (PSB) | 4.25 (0.84) | 4.37 (0.69) | 0.342 |
| Effectiveness of service for improving relationship with relative (E) | 3.88 (0.99) | 4.04 (0.80) | 0.271 |
| Effectiveness of service for relatives' knowledge of problems (RI) | 3.82 (1.05) | 4.14 (0.74) | 0.023* |
| Nurses knowledge about you (PSB) | 3.84 (0.84) | 3.89 (0.78) | 0.721 |
| How information is given on diagnosis and prognosis (I) | 3.67 (1.02) | 3.95 (0.76) | 0.048* |
| Ability of psychiatrists/psychologists to listen and understand relative (RI) | 3.86 (1.02) | 4.25 (0.94) | 0.012** |
| Effectiveness of service for relationships out the family (E) | 3.80 (0.96) | 3.99 (0.83) | 0.171 |
| How information is given to relative (RI) | 3.64 (1.04) | 3.82 (0.89) | 0.237 |
| Instructions on what to do between appointments (PSB) | 3.93 (0.98) | 4.00 (0.70) | 0.589 |
| Effectiveness of service for your self-care (E) | 3.80 (1.03) | 3.84 (0.86) | 0.808 |
| Thoroughness of nurses (PSB) | 3.96 (0.91) | 4.25 (0.60) | 0.017* |
| Effectiveness of service for helping relative (RI) | 3.73 (1.15) | 4.05 (0.87) | 0.043* |
| Ability of nurses and social workers to listen and understand patient (PSB) | 3.94 (0.93) | 4.19 (0.72) | 0.063 |
| Effectiveness of service for your work (E) | 3.71 (1.03) | 3.86 (0.83) | 0.309 |
| Help on side effects from medications (TI) | 3.81 (0.91) | 3.84 (0.88) | 0.878 |
| Continuity of care (PSB) | 4.05 (0.89) | 4.38 (0.65) | 0.007** |
*
p < 0.05,
**
p < 0.01.