A Qualitative Study of Consumers’ Experiences of the Quality of Mental Health Services in Ghana

Abstract

Integrating consumers’ experiences into quality mental health service assessment is relevant to improve service outcomes. Despite this, limited studies have attempted to explore consumers’ experiences, particularly in developing countries, such as Ghana. This paper aims to explore consumers’ subjective experiences of the quality of mental health services. A qualitative method involving in-depth interviews was used to collect data from 21 consumers of mental health services. Thematic analysis was used to analyse the data, which is discussed using a realistic evaluation approach. The study identifies four themes, 33 inductive codes and 594 references. The themes used to interpret the verbatim narratives are the available mental health services, therapeutic interaction with the professionals, competency and skills of the professionals, and the changes experienced in the consumers’ lives. The study indicates that the mental health services aim to provide a range of treatments and medications as well as recovery-oriented services, using mechanisms such as ensuring an effective therapeutic relationship and improving technical competency and skills. The contextual factors and the mechanisms have helped to achieve some changes in the lives of consumers (increased satisfaction, reduced symptoms, improved functionality, feeling normal, improved living skills and self-care, work and capabilities, and social inclusion). The study concludes that policymakers and clinicians should integrate evidence-based recovery services, principles and values into the existing mental health services. The mechanisms used to promote quality of mental health services should be strengthened, through periodic monitoring and evaluation, using approaches such as sensor data capturing, to ensure good coordination and continuity.

Acknowledgement

The authors wish to thank the Graduate Research, University of Newcastle, Australia, for the doctoral scholarship offered to the lead author.

Disclosure statement

On behalf of all authors, the corresponding author states that there is no conflict of interest.

Ethics approval and consent to participate

The study was approved by the Human Research Ethics Committee (HREC) of the University of Newcastle (Approval no. H-2019-0082), as well as by the Ghana Health Service Ethics Review Committee (Approval no. GHS-ERC 003/07/19). The study protocols, data collection instruments and participant information statement were reviewed by the research ethics committees for approval. The right of participants to safeguard their anonymity and integrity was respected. All the study participants provided written consent. Participation in the study was voluntary, and so the researchers clearly explained to all participants their right to participate, to decline to participate, and to withdraw from the study.

Consent for publication

Not applicable

Availability of data and materials

The data that support the findings of this study are available from the corresponding author upon reasonable request. There are no restrictions to anonymized data sources. All data collection tools, including interview guide, have been uploaded as supplementary files.

Authors’ contributions

E.B, A.P.O, and R.M conceptualised the study. E.B performed the field data collection. E.B, working closely with A.P.O and R.M performed the data analysis and drafted the manuscript. All authors reviewed and made inputs into the intellectual content and agreed on its submission for publication.