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Table 3 Sample 2: distribution of service satisfaction

From: Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study

Item Service users (n = 150) Caregiver (n = 150)
  Strongly disagree
N (%)
Disagree
N (%)
Agree
N (%)
Strongly agree
N (%)
Strongly disagree
N (%)
Disagree
N (%)
Agree
N (%)
Strongly agree
N (%)
The health worker treated me with courtesy 0 (0.0) 5 (3.3) 104 (69.3) 41 (27.3) 0 (0.0) 5 (3.3) 83 (55.3) 62 (41.3)
The health worker listened to me carefully 0 (0.0) 3 (2.0) 110 (73.3) 37 (24.7) 0 (0.0) 7 (4.7) 90 (60.4) 52 (34.9)
The health worker explained me things in a way I understood 1 (0.7) 5 (3.4) 115 (77.2) 28 (18.8) 0 (0.0) 5 (3.3) 112 (74.7) 33 (22.0)
The health facility was clean 0 (0.0) 5 (3.3) 103 (68.7) 42 (28.0) 1 (0.7) 1 (0.7) 88 (58.7) 60 (40.0)
The waiting area was clean 2 (1.3) 12 (8.0) 118 (78.7) 18 (12.0) 0 (0.0) 13 (8.7) 110 (73.3) 27 (18.0)
The latrine was clean [don’t use toilet SU n = 47 (31.3); CG n = 46 (30.7)] 3 (2.0) 12 (8.0) 65 (43.3) 23 (15.3) 4 (2.7) 10 (6.7) 53 (35.3) 37 (24.7)
The waiting time was acceptable 2 (1.3) 27 (18.0) 109 (72.7) 12 (8.0) 2 (1.3) 25 (16.7) 109 (72.7) 14 (9.3)
I have enough time to discuss with health worker 0 (0.0) 13 (8.7) 117 (78.0) 20 (13.3) 3 (2.0) 8 (5.3) 110 (73.3) 29 (19.3)
I was give information in a way I understood 1 (0.7) 6 (4.0) 124 (82.7) 19 (12.7) 1 (0.7) 5 (3.3) 115 (76.7) 29 (19.3)
I received helpful advice 1 (0.7) 12 (8.1) 97 (65.1) 39 (26.2) 2 (1.3) 4 (2.7) 85 (56.7) 59 (39.3)
Administrative staff treated me with courtesy and respect 2 (1.3) 3 (2.0) 124 (82.3) 21 (14.0) 1 (0.7) 8 (5.4) 111 (74.5) 29 (19.5)
The health worker involved my family helpfully 1 (0.7) 2 (1.3) 124 (82.7) 23 (15.3) 0 (0.0) 4 (2.7) 122 (81.3) 24 (16.0)
My privacy is respected 1 (0.7) 6 (4.0) 128 (85.3) 15 (10.0) 1 (0.7) 14 (9.4) 114 (76.5) 20 (13.4)
I have the opportunity for follow up with the same health worker 1 (0.7) 14 (9.3) 123 (82.0) 12 (8.0) 1 (0.7) 14 (9.4) 118 (79.2) 16 (10.7)
My personal information is kept confidential 1 (0.7) 6 (4.0) 98 (65.3) 45 (30.0) 0 (0.0) 8 (5.3) 84 (56.0) 58 (38.7)
Referral to specialist is possible 2 (1.3) 4 (2.7) 101 (67.3) 43 (28.7) 0 (0.0) 4 (2.7) 96 (64.4) 49 (32.9)
The treatment reduced my symptoms 0 (0.0) 14 (9.4) 79 (53.0) 56 (47.6) 0 (0.0) 13 (8.7) 65 (43.3) 72 (48.0)
The treatment reduced relapse of my illness 2 (1.3) 17 (11.3) 77 (51.3) 54 (36.0) 1 (0.7) 19 (12.7) 60 (40.0) 70 (46.7)
The treatment helped me to improve my income 2 (1.4) 33 (22.3) 71 (48.0) 42 (28.4) 6 (4.0) 38 (25.3) 56 (37.3) 50 (33.3)
I can get a health worker’s help any time I need 1 (0.7) 3 (2.0) 123 (82.0) 23 (15.3) 0 (0.0) 8 (5.3) 113 (75.3) 29 (19.3)
It was easy to come to the hospital 5 (3.3) 22 (14.7) 113 (75.3) 10 (6.7) 6 (4.0) 19 (12.7) 107 (71.3) 18 (12.0)
I had enough time to come to the hospital 2 (1.3) 36 (24.0) 103 (68.7) 9 (6.0) 1 (0.7) 27 (18.0) 112 (74.7) 10 (6.7)
I had enough money to come and get treatment 12 (8.0) 63 (42.0) 72 (48.0) 3 (2.0) 7 (4.7) 58 (38.7) 79 (52.7) 6 (4.0)
I would advise my family to come to the hospital 2 (1.3) 7 (4.7) 89 (59.3) 52 (34.7) 4 (2.7) 9 (6.0) 69 (46.0) 68 (45.3)