Satisfaction with outpatient physiotherapy: Focus groups to explore the views of patients with acute and chronic musculoskeletal conditions

References

• Abramowitz S, Cote AA, Berry E 1987 Analysing patient satisfaction: A multianalytic approach Quality Review Bulletin 13: 122–130
   Google Scholar
• Baker R 1990 Development of a questionnaire to assess patients' satisfaction with consultations in general practice. British Journal of General Practice 40: 487–490
   PubMed Web of Science ®Google Scholar
• Beattie P, Pinto M, Nelson M, Nelson R 2002 Patient satisfaction with outpatient physiotherapy: Instrument validation. Physical Therapy 82: 557–564
   PubMed Web of Science ®Google Scholar
• Bertakis K, Roter D, Putnam S 1991 The relationship of physician medical interview style to patient satisfaction. The Journal of Family Practice 32: 175–181
   PubMed Web of Science ®Google Scholar
• Bigby J, Pappius E, Cook E, Goodman L 1984 Medical consequences of missed appointments. Archives of Internal Medicine 144: 1163–1166
   PubMed Web of Science ®Google Scholar
• Callaghan M 1994 Evaluation of a back rehabilitation group for chronic low back pain in an out-patient setting. Physiotherapy 80: 677–681
   Google Scholar
• Carey MA 1994 The group effect in focus groups: Planning, implementing and interpreting focus group research. In: Morse J (ed), Critical issues in qualitative research methods, pp 225–241. Thousand Oaks, CA, Sage Publications
   Google Scholar
• Carmel S 1985 Satisfaction with hospitalisation: A comparative analysis of three types of services. Social Science and Medicine 21: 1243–1249
   PubMed Web of Science ®Google Scholar
• Carr-Hill R 1992 The measurement of patient satisfaction. Journal of Public Health Medicine 14: 236–249
   PubMedGoogle Scholar
• Chartered Society of Physiotherapy 2000 Standards of physiotherapy practice. London, CSP
   Google Scholar
• Condie E 1991 A therapeutic approach to physical disability. Physiotherapy 77: 72–77
   Google Scholar
• DiMatteo M, Taranta A, Friedman H, Prince L 1980 Predicting patient satisfaction from physicians' nonverbal communication skills. Medical Care 18: 376–387
   PubMed Web of Science ®Google Scholar
• Donabedian A 1966 Evaluating the quality of medical care. Milbank Quarterly 44: 166–203
   Web of Science ®Google Scholar
• Donabedian A 1988 The quality of care. How can it be assessed?. Journal of the American Medical Association Sept.23/30. 260: 1743–1748
   PubMed Web of Science ®Google Scholar
• Donabedian A 1992 Quality assurance in health care: Consumer's role. Quality in Health Care 1: 247–251
   PubMedGoogle Scholar
• Elliott-Burke T, Pothast L 1997 Measuring patient satisfaction in an outpatient orthopaedic setting. 1. Key drivers and results. Journal of Rehabilitation Outcomes Measures 1: 18–25
   Google Scholar
• Fitzpatrick R 1993 Scope and measurement of patient satisfaction. In: Fitzpatrick R, Hopkins A (eds), Measurement of patients' satisfaction with their care, Chap. 1. London, Royal College of Physicians of London
   Google Scholar
• Fitzpatrick R, Hopkins A 1993 Patient satisfaction in relation to clinical care: A neglected Contribution. In: Fitzpatrick R, Hopkins A (eds), Measurement of patients' satisfaction with their care, Chap. 6. London, Royal College of Physicians of London
   Google Scholar
• Fox J, Storms D 1981 A different approach to sociodemographic predictors of satisfaction with health care. Social Science and Medicine 15A: 557–564
   Google Scholar
• Frankel S, Farrow A, West R 1989 Non-attendance or non-invitation? A case control study of failed out-patient appointments. British Medical Journal 298: 1343–1345
   Google Scholar
• Gemmell H, Hayes B 2001 Patient satisfaction with chiropractic physicians in an independent physicians association. Journal of Manipulative and Physiological Therapeutics 24: 556–559
   PubMed Web of Science ®Google Scholar
• Goldstein M, Elliott S, Guccione A 2000 The development of an instrument to measure satisfaction with physical therapy. Physical Therapy 80: 853–863
   PubMed Web of Science ®Google Scholar
• Grogan S, Conner M, Willits D, Norman P 1995 Development of a questionnaire to measure patients' satisfaction with general practitioners' services. British Journal of General Practice 45(October): 525–529
   PubMed Web of Science ®Google Scholar
• Guba E, Lincoln Y 1989 Fourth generation evaluation. Thousand Oaks, CA, Sage Publications, Inc
   Google Scholar
• Hall J, Milburn M, Epstein A 1993 A causal model of health status and satisfaction with medical care. Medical Care 31: 84–94
   PubMed Web of Science ®Google Scholar
• Hall J, Roter D, Katz N 1988 Meta-analysis of correlates of provider behaviour in medical encounters. Medical Care 26: 657–675
   PubMed Web of Science ®Google Scholar
• Hill J, Bird H, Hopkins R, Lawton C, Wright V 1992 Survey of satisfaction with care in a rheumatology outpatient clinic. Annals of Rheumatic Diseases 51: 195–197
   PubMed Web of Science ®Google Scholar
• Hills R 2003 Patient satisfaction with outpatient physiotherapy: An examination of the needs and expectations of patients with acute and chronic musculoskeletal conditions. PhD thesis. London, King's College, University of London.
   Google Scholar
• Hodgson K 2001 Kidderminster helpline proves a success. Physiotherapy Frontline 7,3,22–23
   Google Scholar
• Holdford D, Schulz R 1999 Effect of technical and functional quality on patient perceptions of pharmaceutical service quality. Pharmaceutical Research 16: 1344–1351
   PubMed Web of Science ®Google Scholar
• Johnson R 1993 ‘Attitudes don't just hang in the air’….Disabled peoples' perceptions of physiotherapists. Physiotherapy 79: 619–627
   Google Scholar
• Kesson M, Atkins E 1998 Connective tissue inflammation, repair and re-modelling in orthopaedic medicine: A practical approach. Heinemann, Butterworth
   Google Scholar
• Kincey J, Bradshaw P, Ley P 1975 Patients' satisfaction and reported acceptance of advice in general practice. Journal of Royal College of General Practitioners 25: 558–566.
   PubMedGoogle Scholar
• Kinnersley P, Stott N, Peters T, Harvey I, Hackett P 1999 The patient-centredness of consultations and outcome in primary care. British Journal of General Practice 49: 711–716
   PubMed Web of Science ®Google Scholar
• Krueger R 1994 Focus groups. A practical guide for applied research, 2nd ed. Thousand Oaks, CA, Sage Publications
   Google Scholar
• Larson L, Rovers J, MacKeigan L 2002 Patient satisfaction with pharmaceutical care: update of a validated instrument. Journal of the American Pharmaceutical Association 42: 44–50
   Google Scholar
• Licciardone J, Gamber R, Cardarelli K 2002 Patient satisfaction and clinical outcomes associated with osteopathic manipulative treatment. Journal of the American Osteopathic Association 102: 13–20
   PubMedGoogle Scholar
• Linder-Pelz S 1982 Social psychological determinants of patient satisfaction: A test of five hypotheses. Social Science and Medicine 16: 583–589
   PubMed Web of Science ®Google Scholar
• Linn MW, Linn BS, Stein SR 1982 Satisfaction with ambulatory care and compliance in older patients. Medical Care 20: 606–614
   PubMed Web of Science ®Google Scholar
• Mahon P 1996 An analysis of the concept ‘patient satisfaction’ as it relates to contemporary nursing care. Journal of Advanced Nursing 24: 1241–1248
   PubMed Web of Science ®Google Scholar
• Mascarenhas AK 2001 Patient satisfaction with the comprehensive care model of dental care delivery. Journal of Dental Education 65: 1266–1271
   PubMedGoogle Scholar
• May S 2001 Patient satisfaction with management of back pain. 2. An explorative, qualitative study into patients' satisfaction with physiotherapy. Physiotherapy 87: 10–20
   Google Scholar
• Merton R, Fiske M, Kendall P 1956 The focussed interview: A manual of problems and procedures. Glencoe, IL, The Free Press
   Google Scholar
• Miles M, Huberman A 1994 An expanded sourcebook. Qualitative data analysis, 2nd ed. Thousand Oaks, CA, Sage Publications Inc
   Google Scholar
• Morgan D 1997 Focus groups as qualitative research, 2nd ed. Qualitative Research Methods Series 16. Thousand Oaks, CA, Sage Publications, Inc
   Google Scholar
• Office for National Statistics. (ONS 2000). Focus on London. London, The Stationery Office.
   Google Scholar
• Oppenheim A 1999 Questionnaire design, interviewing and attitude. London and Washington, Pinter
   Google Scholar
• Orth-Gomer K, Britton M, Rehnquist N 1979 Quality of care in an outpatient department: the patient's view. Social Science and Medicine 13A: 347–350
   PubMedGoogle Scholar
• Owens D, Batchelor C 1996 Patient satisfaction and the elderly. Social Science and Medicine 42: 1483–1491
   PubMed Web of Science ®Google Scholar
• Pascoe G 1983 Patient satisfaction in primary health care: A literature review and analysis. Evaluation and Program Planning 6: 185–210
   PubMedGoogle Scholar
• Patton M 1990 Qualitative evaluation and research methods, 2nd ed. Thousand Oaks, CA, Sage Publications, Inc
   Google Scholar
• Rastall M, Fashanu B 2001 Hospital physiotherapy outpatient department waiting times. Physiotherapy 87: 563–572
   Google Scholar
• Roter D, Hall J 1989 Studies of doctor-patient interaction. Annual Review of Public Health 10: 1663–180
   Web of Science ®Google Scholar
• Roter D, Hall J, Katz N 1987 Relations between physicians' behaviours and analogue patients' satisfaction, recall, and impressions. Medical Care 25: 437–451
   PubMed Web of Science ®Google Scholar
• Roush S, Sonstroem R 1999 Development of the Physical Therapy Outpatient Satisfaction Survey (PTOPS) Physical Therapy 79: 159–170
   PubMed Web of Science ®Google Scholar
• Sandelowski M 1986 The problem of rigor in qualitative research. Advances in Nursing Science 8: 27–37
   PubMed Web of Science ®Google Scholar
• Sawyer C, Kassak K 1993 Patient satisfaction with chiropractic care. Journal of Manipulative and Physiological Therapeutics 16(January): 25–32
   PubMedGoogle Scholar
• Sim J, Snell J 1996 Focus groups in physiotherapy evaluation and research. Physiotherapy 82: 189–198
   Google Scholar
• Sitzia J, Wood N 1997 Patient satisfaction: A review of issues and concepts. Social Science and Medicine 45: 1829–1997
   PubMed Web of Science ®Google Scholar
• Taylor A, May S 1995 Development of a sports injury clinic athlete satisfaction scale for auditing patient perceptions. Physiotherapy Theory and Practice 11: 231–238
   Google Scholar
• Taylor S, Ellis I, Gallagher M 2002 Patient satisfaction with a new physiotherapy telephone service for back pain patients. Physiotherapy 88: 645–657
   Google Scholar
• Thomas C, Parry A 1996 Research on users' views about stroke services: Towards an empowerment research paradigm or more of the same? Physiotherapy 82: 6–12
   Google Scholar
• Thomson D 2000 “Problem” patients as experienced by senior therapists in the context of their working lives. Advances in Physiotherapy 2: 2–13
   Google Scholar
• Walker A 1995 Patient compliance and the placebo effect. Physiotherapy 81: 120–126
   Google Scholar
• Ware J, Snyder M, McClure R, Jarett I 1972 The measurement of health concepts. Department of Health Care Planning. Southern Illinois University School of Medicine. Southern Illinois University of Carbondale. Technical Report No. HCP-72-5. December 1972.
   Google Scholar
• Ware J, Snyder M, Wright W 1976 Development and validation of scales to measure satisfaction with health care services. Vol. 1. Final Report. Part B. Results of scales constructed from the patient satisfaction questionnaire and other health care perceptions. [NTIS Publication No.PB 288–330], National Technical Information Service, Springfield, Virginia.
   Google Scholar
• Williams B 1994 Patient satisfaction: A valid concept? Social Science and Medicine 38: 509–516
   PubMed Web of Science ®Google Scholar
• Williams S, Calnan M 1991 Convergence and divergence: Assessing criteria of consumer satisfaction across general practice, dental and hospital care settings. Social Science and Medicine 33: 707–716
   PubMed Web of Science ®Google Scholar
• Willson P, McNamara J 1982 How perceptions of a simulated physician-patient interaction influence intended satisfaction and compliance. Social Science and Medicine 16: 1699–1704
   PubMed Web of Science ®Google Scholar
• Zastowny T, Roughmann K, Hengst A 1983. Satisfaction with medical care: Replications and theoretical reevaluation. Medical Care 21. 294–322
   PubMed Web of Science ®Google Scholar