Evaluation of the Patients’ Satisfaction with Psychiatric Health Care Services with an Adapted PIPEQ-OS Tool

Open access


Until now, the assessment of health care services provided by psychiatric institutions in Latvia has not been carried out and questionnaires to provide assessment from the patient’s perspective have not been adapted. For this study, a questionnaire that has been validated and successfully employed for several years in Norway was chosen to assess patients’ experience and in a psychiatric inpatient setting. The aim of the study was to determine patients’ satisfaction with the quality of mental health care services in Latvia in the subacute inpatient psychiatric ward in Rīga, adapting during this process the PIPEQ-OS (Psychiatric Inpatient Patient Experience Questionnaire) tool in Latvia. The pilot quantitative study was conducted from June 2016 till February 2017. In the study, an anonymous patient self-assessment questionnaire PIPEQ-OS containing 21 questions was used. During the adaptation process, the questionnaire was translated from English into Latvian and Russian and backwards. The quality and compliance of the translation was subsequently tested in cognitive interviews. During the study, 297 patients were discharged from the unit, and 231 of them completed the questionnaire. 12% of the completed questionnaires were not included in data processing due to being incorrectly filled in. Cognitive interviews with 20 patients were carried out; the average length of an interview was 15 minutes. Overall, the translation of the questionnaire proved to be relevant to the research theme. The subsequent factor analysis revealed three significant factors that reached the Cronbach’s alpha index of 0.7. Further studies using socio-demographic data and based on various inpatient units as well as the comparison of satisfaction indicators across different diagnostic groups are needed.

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • Angermeyer M. C. Auwera S. van der Carta M. G. Schomerus G. (2017). Public attitudes towards psychiatry and psychiatric treatment at the beginning of the 21st century: A systematic review and meta-analysis of population surveys. World Psychiatry 16 (1) 50–61.

  • Anonymous (2014). Latvian National Development Plan for 2014–2020. Available from: https://www.pkc.gov.lv/sites/default/files/images-legacy/NAP2020%20dokumenti/NDP2020_English_Final.pdf (accessed 15.05.2019).

  • Anonymous (2018). Eiropas Savienības struktūrfondi veselības nozarē [European Union Structural Funds in Health Care]. Available from: http://esfondi.vm.gov.lv/lat/2014__2020gads/ (accessed 12.12.2018).

  • Awara M. Fasey C. (2008). Patients’ satisfaction and quality of care in psychiatric out-patient settings. J. Mental Health17 (3) 327–335.

  • Barbato A. Bajoni A. Rapisarda F. D'Anza V. De Luca L. F. Inglese C. Iapichino S. Mauriello F. D'Avanzo B. (2014). Quality assessment of mental health care by people with severe mental disorders: A participatory research project. Commun. Mental Health J. 50 (4) 402–408.

  • Bjertnaes O. Iversen H. H. Kjollesdal J. (2015) PIPEQ-OS — an instrument for on-site measurements of the experiences of inpatients at psychiatric institutions. BMC Psychiatry15 (1) 234.

  • Bleich S. N. Ozaltin E. Murray C. K. L. (2009). How does satisfaction with the health-care system relate to patient experience? Bull. World Health Org. 87 (4) 271–278.

  • Boyer L. Baumstarck-Barrau K. Cano N. Zendjidjian X. Belzeaux R. Limousin S. Magalon D. Samuelian J. C. Lancon C. Auquier P. (2009). Assessment of psychiatric inpatient satisfaction: A systematic review of self-reported instruments. Eur. Psychiatry 24 (8) 540–549.

  • Braun E. Woodley A. Richardson J. T. E. Leidner B. (2012). Self-rated competences questionnaires from a design perspective. Educ. Res. Rev. 7 (1) 1–18.

  • Epstein K. R. (1996). Patients’ perceptions of office medical practice: Judging quality through the patients’ eyes. Amer. J. Med. Quality11 (2) 73–80.

  • Gebhardt S. Wolak A. M. Huber M. T. (2013). Patient satisfaction and clinical parameters in psychiatric inpatients: The prevailing role of symptom severity and pharmacologic disturbances. Compreh. Psychiatry. 54 (1) 53–60.

  • Gigantesco A. Morosini P. Bazzoni A. (2003). Quality of psychiatric care: Validation of an instrument for measuring inpatient opinion. Int. J. Qual. Health Care15 (1) 73–78.

  • Gleeson H. Calderon A. Swami V. Deighton J. Wolpert M. Edbrooke-Childs J. (2016). Systematic review of approaches to using patient experience data for quality improvement in healthcare settings. BMJ Open6 (8) e011907.

  • Hansson L. Björkman T. Berglund I. (1993). What is important in psychiatric inpatient care? Quality of care from the patient’s perspective. Qual. Assur. Health Care 5 (1) 41–47.

  • Kilbourne A. M. Keyser D. Pincus H. A. (2010). Challenges and opportunities in measuring the quality of mental health care. Can. J. Psychiatry 55 (9) 549–557.

  • Kuosmanen L. Hätönen H. Jyrkinen A. R. Katajisto J. Välimäki M. (2006). Patient satisfaction with psychiatric inpatient care. J. Adv. Nursing55 (6) 655–663.

  • Pincus H. A. Page A. E. Druss B. Appelbaum P. S. Gottlieb G. England M. J. (2007). Can psychiatry cross the quality chasm? Improving the quality of health care for mental and substance use conditions. Amer. J. Psychiatry164 (5) 712–719.

  • Priebe S. Katsakou C. Yeeles K. Amos T. Morriss R. Wang D. Wykes T. (2011). Predictors of clinical and social outcomes following involuntary hospital admission: A prospective observational study. Eur. Arch. Psyciatry Clin. Neurosci. 261 (5) 377–386.

  • Riiskjaer E. Ammentorp J. Nielsen J. F. Kofoed P. E. (2010). Patient surveys — A key to organizational change? Patient Educ. Counseling78 (3) 394–401.

  • Schröder A. Ahlström G. Larsson B. W. (2006). Patients’ perceptions of the concept of the quality of care in the psychiatric setting: A phenomenographic study. J. Clin. Nursing15 (1) 93–102.

  • Šica K. Pulmanis T.Taube M. (2017). Psihiskā veselība Latvijā 2016. gadā [Psychic health in Latvia in 2016]. Available from: https://www.spkc.gov.lv/upload/Psihiska_veseliba_faili/tz_pvl_2016_final.pdf (accessed 15.05.2019).

  • Sofaer S. Firminger K. (2005). Patient perceptions of the quality of health services. Annu. Rev. Publ. Health26 513–559.

  • Taylor Salisbury T. Killaspy H. King M. (2016). An international comparison of the deinstitutionalisation of mental health care: Development and findings of the Mental Health Services Deinstitutionalisation Measure (MENDit). BMC Psychiatry16 (1) 1–11.

  • Vermeulen J. M. Schirmbeck N. F. van Tricht M. J. de Haan L.; Genetic Risk and Outcome of Psychosis (GROUP) investigators (2018). Satisfaction of psychotic patients with care and its value to predict outcomes. Eur. Psychiatry 47 60–66.

  • Woodward S. Berry K. Bucci S. (2017). A systematic review of factors associated with service user satisfaction with psychiatric inpatient services. J. Psychiatric Res.92 81–93.

  • Zendjidjian X. Y. Baumstarck K. Auquier P. Loundou A. Lanēon C. Boyer L. (2014). Satisfaction of hospitalized psychiatry patients: Why should clinicians care? Patient Prefer. Adher. 8 575–583.

  • Zendjidjian X. Y. Auquier P. Lanēon C. Loundou A. Parola N. Faugčre M. Boyer L. (2014). Determinants of patient satisfaction with hospital health care in psychiatry: Results based on the SATISPSY-22 questionnaire. Patient Prefer. Adher. 8 1457–1464.

Journal information
Impact Factor

CiteScore 2018: 0.3

SCImago Journal Rank (SJR) 2018: 0.137
Source Normalized Impact per Paper (SNIP) 2018: 0.192

All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 147 147 20
PDF Downloads 120 120 18