The relationship between staff burnout and patient satisfaction in outpatient community mental health
The relationship between staff burnout and patient satisfaction in outpatient community mental health has been investigated in this study. Using the Maslach Burnout Inventory-Human Services Survey (MBI-HSS) and the Client Satisfaction Questionnaire (CSQ-8), this study examined whether the strength of the relationship between staff burnout and patient satisfaction is enhanced in outpatient settings specializing in treatment of clientele with a diagnosis of a major mental illness. A correlational design was employed to examine whether relationships exist between consumer satisfaction and each of the three staff burnout subscales: Emotional exhaustion (EE), depersonalization (DP), and personal accomplishment (PA). In order to determine if there was a change in the burnout level of the staff during the study time period (monthly, for three consecutive months), three repeated-measures ANOVAs were applied to the data, one for each of the MBI-HSS subscales (i.e., EE, DP, PA). In order to determine if there was a change in client satisfaction levels over the same time periods, a univariate ANOVA was conducted on the Client Satisfaction Questionnaire (CSQ-8). Finally, each MBI-HSS subscale time period (EE, DP, PA) was correlated with each client satisfaction scale time period using a series of Pearson product-moment correlations in order to determine if a correlation exists between staff burnout and client satisfaction. Results indicate that significant variability of scores was evidenced over time in subscales EE and DP. Results also indicate very little variability in client satisfaction scores or staff personal accomplishment scores over time. Results indicate a significant positive correlation between staff personal accomplishment and client satisfaction. Based on the results, evidence suggests that in outpatient community mental health, a staff member's sense of personal accomplishment about their work is most directly related to client satisfaction with services rendered.
0347: Mental health