DOI: 10.4103/ijsp.ijsp_264_25 ISSN: 0971-9962

Satisfaction of Mental Health Professionals Providing Teleservices during the COVID-19 Pandemic in India: A Mixed-methods Study

Syed Rabiya Ahmad, B. Nisha, Vijaya Raghavan
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Abstract

Background:

As the pandemic put a halt to regular medical services, alternate ways of reaching out to the masses were necessary. Consequently, teleservices grew in prominence since COVID-19, with mental health professionals (MHPs) also having to adopt this modality. While using this approach is a need of the hour, it is important to assess the satisfaction of professionals, as they are among the major stakeholders.

Materials and Methods:

This study employed the concurrent triangulation design (Creswell). The participants were psychiatrists, psychologists, and social workers. Quantitative data ( n = 124) were collected using a semi-structured pro forma and the Minnesota Satisfaction Questionnaire. For the qualitative part, six semi-structured in-depth interviews were conducted. Quantitative data were analyzed using STATA 16.1, and deductive thematic analysis was used to analyze data from the in-depth interviews. The quantitative and qualitative results were later validated and interpreted.

Results:

Nearly 88% the MHPs were satisfied with teleservices. The frequency of teleservice sessions was significantly associated ( P = 0.034) with MHPs’ subjective satisfaction. Four major themes emerged from the interviews: (i) Satisfaction of MHPs with teleservices, (ii) Dissatisfaction of MHPs with teleservices, (iii) Challenges in providing teleservices, and (iv) Recommendations for other MHPs and organizations.

Conclusion:

Although the finding reveals satisfied MHPs, challenges remain at large, and there is still room for more evidence to be gathered about their attitudes and perceptions. Their recommendations, when implemented in mental health settings, can help with their better acceptance of teleservices, as they are the major shareholders in providing quality care for clients.

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