Results of a survey of client satisfaction with outpatient physiotherapy care

Abstract

The purpose of this study was to use a questionnaire based on the discrepancy model to assess the factors contributing to satisfaction and dissatisfaction with private outpatient physiotherapy services in Sydney; to test the applicability of the “consumer model” to physiotherapy practice, and to identify the criteria used to assess quality. The following information was collected: client demographics and history; expectations, and perceptions of 12 dimensions relating to the service received; satisfaction with previous care providers; reasons for seeking therapy; causes of previous dissatisfaction; the criteria used to assess quality; and a global assessment of satisfaction. The response rate was 69.3%. Overall satisfaction was best correlated with the therapist's willingness to discuss positive and negative aspects of treatment (r = 0.71). The findings indicate that dissatisfied clients change health care providers, as predicted by the consumer model. This calls into question the value of surveys administered to clients during therapy, as the continuation of treatment implies a degree of satisfaction. The highest expectations were recorded in the six dimensions related to the client-therapist interaction. The measurement of expectations in the domains assessed added little value as expectations were universally high. Criteria related to outcomes and the client-therapist interaction were the most frequently reported contributors to previous dissatisfaction.