澳大利亚心理健康危机服务的可用性和消费者体验
Ryan Blasic1,2,3, Vinay Lakra1,2,3
1Melbourne Medical School, University of Melbourne, Melbourne, VIC, Australia.
概括
澳大利亚的心理健康危机服务往往涉及长时间的等待和负面的员工互动. 改善沟通和解决判断态度对于更好的消费者心理健康支持体验至关重要.
科学领域:
- 心理健康服务研究 心理健康服务研究
- 消费者体验研究 消费者体验研究
- 公共卫生政策 公共卫生政策
背景情况:
- 澳大利亚越来越多的心理健康危机需要了解现有支持.
- 专注于在没有严重精神疾病的情况下经历心理健康危机的个人.
- 需要评估当前危机干预服务的有效性和用户体验.
研究的目的:
- 为在澳大利亚为没有严重精神疾病的个人确定可用的危机干预服务.
- 探索使用这些澳大利亚心理健康危机服务的消费者的生活经验.
主要方法:
- 系统的文献审查遵循PRISMA方法.
- 搜索了四个主要的数据库:奥维德医学线,PsycINFO,科学网和Scopus.
- 包括专注于澳大利亚危机干预服务中消费者生活经验的文章.
主要成果:
- 十一篇文章符合纳入标准,确定紧急部门,热线和社区中心是关键服务.
- 报告的常见主题包括负面的员工态度,不清楚的危机定义和长时间的等待时间.
- 服务往往提供了情感支持,但缺乏医疗干预;经验在服务之间有很大差异.
结论:
- 在不同的心理健康危机服务中,消费者体验存在重大差异.
- 加强员工沟通和减少判断态度,可以改善服务用户的体验.
- 需要进一步研究消费者与特定危机服务的接触,以指导系统改革.
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