Utilisation de la méthode des incidents critiques dans la construction d'un outil de mesure de la satisfaction en psychiatrie

Position du probleme : les etablissements de sante vont devoir mettre en place des enquetes regulieres de mesure de la satisfaction des patients, en plus de leur questionnaire de sortie. Peu d’outils de mesure de la satisfaction sont actuellement a la disposition des professionnels. Un groupe de travail associant 10 etablissements appartenant a la discipline psychiatrique, conduit en Aquitaine une reflexion sur la specificite de cette mesure pour la psychiatrie. Objectif de l’etude : il est de recueillir la perception du patient sur le deroulement de son sejour afin d’identifier les domaines de satisfaction et d’insatisfaction tels que vecus et formules par lui, grâce a une approche qualitative. Methode : la technique des incidents critiques a ete utilisee dans 4 etablissements volontaires sur des patients hospitalises en secteurs de psychiatrie et selectionnes par leur medecin. Des entretiens utilisant un questionnaire semi-structure ont ete realises par un enqueteur externe aux services. Les donnees ont ete analysees de maniere qualitative. Resultats : 32 entretiens ont pu etre analyses. 215 evenements ont ete extraits. La typologie utilisee pour classer ces evenement utilise 12 themes. Conclusion : les evenements extraits de ces entretiens permettent d’identifier de nouveaux themes constituant une base de reflexion complementaire pour la redaction d’orientations de questions, centrees sur les preoccupations des patients.

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