User satisfaction with orthotic and prosthetic devices and services of a single clinic

Abstract

Purpose: To evaluate the user satisfaction with orthotic and prosthetic (O & P) devices and services of a single clinic. Method: In this survey, 293 volunteer users of a private O & P facility (172 women, 121 men) in Iran were participated. User satisfaction was evaluated with the O & P Users’ Survey. Results: For device satisfaction, the highest satisfaction was for well fitting of device (2.6 ± 0.8) and the lowest satisfaction was for the appearance of the device (1.6 ± 1.4). For service satisfaction, the highest satisfaction was for being shown an appropriate level of courtesy and respect by staff (3.3 ± 0.7), and the lowest satisfaction was for coordination between O & P staff and the users’ therapists and doctors (1.2 ± 1.3). Conclusions: Most of patients agreed that their devices were fitted well and the higher concerns were related to the appearance, durability, wear and tear of the cloths, and price of their devices. Users agreed that they were treated with a high level of courtesy and respect by O & P staff, but that the staff did not coordinate services adequately with their therapists and doctors. User participation in the decision-making process was also rated as poor. Our findings may represent valuable information which can be applied to improve O & P facilities in developing countries.

Implications for Rehabilitation

• Evaluation of user satisfaction widely uses in variety of health care systems to show the effectiveness of the system.

• The current study clearly showed the strengths and weaknesses of Iranian orthotic and prosthetic therapy.

• Findings of the current study, represent valuable information which can be applied to improve the quality of devices and services offered by orthotic and prosthetic facilities in developing countries.

Keywords::

• Iran
• OPUS instrument
• orthosis
• prosthesis
• satisfaction

Acknowledgement

The authors of this article would like to gratitude Professor Allen W. Heinemann, PhD, ABPP (RP), FACRM, Professor of Physical Medicine and Rehabilitation, Feinberg School of Medicine, Northwestern University, for his assistance by providing the OPUS survey. The authors would like to thank the staffs of the Andamkar Technical Orthopedic Clinic, Tehran, Iran for their support during this study.

Declaration of Interest: The authors report no conflicts of interest.

Appendix

OPUS items of the survey were:

1. My prosthesis/orthosis fits well

2. The weight of my prosthesis/orthosis is manageable

3. My prosthesis/orthosis is comfortable throughout the day

4. It is easy to put on my prosthesis/orthosis

5. My prosthesis/orthosis looks good

6. My prosthesis/orthosis is durable

7. My clothes are free of wear and tear from my prosthesis/orthosis

8. My skin is free of abrasions and irritations

9. My prosthesis/orthosis is pain free to wear

10. I can afford the out-of-pocket expenses to purchase and maintain my orthosis/prosthesis

11. I can afford to repair or replace my prosthesis/orthosis as soon as needed

12. I received an appointment with a prosthetist/orthotist within a reasonable amount of time

13. I was shown the proper level of courtesy and respect by the staff

14. I waited a reasonable amount of time to be seen

15. Clinic staff fully informed me about equipment choices

16. The prosthetist/orthotist gave me the opportunity to express my concerns regarding my equipment

17. The prosthetist/orthotist was responsive to my concerns and questions

18. I am satisfied with the training I received in the use and maintenance of my prosthesis/orthosis

19. The prosthetist/orthotist discussed problems I might encounter with my equipment

20. The staff coordinated their services with my therapists and doctors

21. I was a partner in decision-making with clinic staff regarding my care and equipment