Objective:

To explore and map the patient experience in an open-door acute psychiatric inpatient unit using a mixed-methods approach.

Approach:

• Study Design: An exploratory sequential mixed-methods design was employed, starting with qualitative data collection through focus groups followed by quantitative data collection using a Likert-type scale.
• Data Collection: Qualitative data were gathered from 18 patients in focus groups, and quantitative data were collected from 32 patients to assess satisfaction with identified touchpoints.
• Data Analysis: Content analysis methods were used to analyze the qualitative and quantitative data.

Key Findings:

• Main phases of hospitalization were identified, along with key experiential touchpoints: 'Moments of Truth,' 'Moments of Pain,' and 'Wow Moments,' which substantially shaped patients’ perceptions of care quality.
• Open-door policies were perceived as enhancing patient autonomy and reducing psychological distress.
• Challenges were noted in the admission process, privacy during medication administration, and communication about structured activities.

Interpretation:

Patient Journey Mapping provides a useful patient-centered approach for evaluating experiences in open-door psychiatric inpatient settings.

Limitations:

• The study's findings may not be generalizable beyond the specific setting.
• The sample size for both qualitative and quantitative data collection was relatively small.

Conclusion:

The findings highlight opportunities to optimize service delivery, strengthen therapeutic environments, and support recovery-oriented practices in acute psychiatric care.