Purpose : The purpose of this survey study was to provide with primary data for expanding customers participation in services and establishing an advanced mental health service system through understanding the customer participation in planning, implementation, and evaluation of services of the local mental health centers in Seoul and analyzing the present condition.
Method : This survey study used a questionnaire which was developed to be composed of 4 categories(provision and collection of information, reference, solidarity, partnership) with 16 questions in 2012 for measuring the 레벨 of customer participation in perspectives of providers, investigated the mental health centers in Seoul from 2013 to 2015, evaluated the 레벨 of customer participation of each center, and monitored their annual changes.
Result : As a result of applying the developed indicator to 140 mental health centers in Seoul, the number of centers in 레 벨 1, the lowest customer participation 레벨, had been gradually decreasing. On the other hand, in 2014, most centers were in 레벨 2, one 레벨 higher than the provision of information just enough to satisfy the right to know. In 2012, 14.6% of centers were in 레벨 3, the beginning of reflection on customer`s needs. In 2013, 15.7% of centers were in 레벨 3, and in 2014, 18.4% of centers were in 레벨 3. This showed the ratio of 레벨 3 had annually increased. The ratio of 레벨 5, the highest 레 벨 where providers and customers could exercise their rights to decide, had slightly increased in every year.
Conclusion : Today, the necessity of the customer participation in planning, implementation, and evaluation of services is increasing, whereas the actual 레벨 of customer participation is staying at pevy passive 레벨 where customers are provided with information only enough to satisfy their rights to know. Therefore, it is necessary to improve the 레벨 of customer participation. Also, this study only provides a customer participation indicator in perspectives of providers, so the following studies should consider the limitation of this study, and develop a customer participation indicator in perspectives of customers.
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