Integrated and Person-Centred Inpatient Mental Health Care in Colombia: A Qualitative Study of Patient and Caregiver Experiences

Abstract Background Mental health care in Colombia continues to face challenges related to access, fragmentation, and continuity. The University Hospital Fundación Santa Fe de Bogotá developedZona Lavanda, an inpatient mental health unit designed to provide integrated and person-centred care through interdisciplinary coordination, supportive relationships, caregiver involvement, and a therapeutic environment. This study explored how patients and caregivers experienced this model. Methods We conducted a qualitative evaluation based on 13 semi-structured virtual interviews with patients and caregivers who had experienced care inZona Lavanda. Participants were 13–70 years old, and some caregivers provided continuous accompaniment during hospitalization. Interviews explored the physical environment, clinical care, communication, emotional support, caregiver experiences, administrative processes, and continuity after discharge. Interviews were transcribed and analyzed using thematic analysis following Braun and Clarke. The evaluation was conducted as part of institutional quality-improvement activities. Results Five themes were identified. Participants described integrated and relational care as a source of safety and trust, particularly when specialists communicated and a coordinating professional helped connect decisions. Communication, participation in decisions, and respectful treatment supported experiences of dignity and autonomy. Natural light, individual rooms, art, and music were perceived as part of what made the environment therapeutic, although participants also identified limitations related to space, noise, and mechanical restraint. Caregivers were recognized as active partners but reported fatigue, inadequate rest conditions, and limited support for their own needs. Participants also described a contrast between coordinated care inside the unit and greater fragmentation before admission and after discharge, including emergency delays, insurance barriers, difficulties obtaining follow-up care, and out-of-pocket costs. Some described access to this type of care as “almost a privilege” and wanted elements of the model to be adapted elsewhere. Conclusions Patients and caregivers experiencedZona Lavandaas a model in which interdisciplinary coordination, relational care, communication, caregiver involvement, and the physical environment worked together to support person-centred inpatient mental health care. However, integration inside the unit became more fragile when access and continuity depended on administrative, financing, and outpatient arrangements. Strengthening caregiver support and continuity across the care pathway are important areas for future practice and research.