User satisfaction of Children and Young People’s Service, Malta

Abstract

Background

Few published studies have evaluated the service users’ satisfaction of a Children and Young People Service (CYPS). An association between child and carers’ satisfaction and their attendance to CYPS exists. The aims of this study were to evaluate the service users’ views of the national CYPS, Malta and disseminate findings to policy makers to inform service development.

Method

Young People (YP) attending CYPS from 1st to 30th November 2014 were invited to fill in an anonymized Charleston psychiatric outpatient satisfaction scale in Maltese or English. The quantitative data was collected from 13 questions using a Likert scale and analysed using statistical correlations. The qualitative data was collected from three open ended questions and analysed using a thematic analysis.

Results

The sample population was 211 (97.7% response rate), average age 9.97 years (SD 3.34, CI ± 0.45). Overall quality of care was significantly (p<0.001) correlated with; 'respect shown for YP’s treatment opinions’ (r=0.539), 'matching treatment plan to YP’s individual needs' (r=0.320), and 'helpfulness of the services received' (r=0.618). Thematic analysis findings included; waiting lists and the interval between reviews were perceived as too long, difficultly establishing a therapeutic relationship, and lack of age appropriate environment which hindered attendance.

Conclusions

This is the first service user satisfaction evaluation for CYPS, Malta. Increasing staff to reduce waiting times and having reviews by the same clinician would ensure continuity of care and improve the therapeutic relationship. Better communication between services is required through school visits and paediatricians. Extending opening times, facilitating the referral process and improving accessibility may decrease barriers to service. Artwork and a well-lit environment could help engagement. Despite the above, YP still felt that overall CYPS provided an individualised treatment plan where staff work collaboratively to scaffold YP and meet their needs.