Publication Cover
Physiotherapy Theory and Practice
An International Journal of Physical Therapy
Volume 26, 2010 - Issue 5
879
Views
19
CrossRef citations to date
0
Altmetric
Descriptive Report

Results of a survey of client satisfaction with outpatient physiotherapy care

, BVSc, PhD, MBA, , BSc, BMLSc & , BSc, PhD, MBA
Pages 297-307 | Accepted 18 Jun 2009, Published online: 17 Jun 2010

References

  • Anderson RE 1973 Consumer dissatisfaction—Effect of disconfirmed expectancy on perceived product performance. Journal of Marketing Research 10:38–44
  • Baker TL, Taylor SA 1997 Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings. Health Marketing Quarterly 15:1–15
  • Baron-Epel O, Dushenat M, Friedman N 2001 Evaluation of the consumer model: Relationship between patients' expectations, perceptions and satisfaction with care. International Journal for Quality in Health Care 13:317–323
  • Beattie PF, Pinto MB, Nelson MK, Nelson R 2002 Patient satisfaction with outpatient physical therapy: Instrument validation. Physical Therapy 82:557–565
  • Bland JM, Altman DG 1995 Multiple significance tests: The Bonferroni method. British Medical Journal 310:170
  • Carrillat FA, Jaramillo F, Mulki JP 2007 The validity of the SERVQUAL and SERVPERF scales. International Journal of Service Industry Management 18:472–490
  • Casserley-Feeney SN, Phelan M, Duffy F, Roush S, Cairns MC, Hurley DA 2008 Patient satisfaction with private physiotherapy for musculoskeletal pain. BMC Musculoskeletal Disorders 9:50
  • Cronin JJ, Taylor AS 1992 Measuring service quality: A reexamination and an extension. Journal of Marketing 56:55–67
  • Curry A, Sinclair E 2002 Assessing the quality of physiotherapy services using Servqual. International Journal of Health Care Quality Assurance 15:197–204
  • Fontana A, Rosenheck R, Ruzek J, McFall M 2006 Specificity of patients' satisfaction with the delivery and outcome of treatment. Journal of Nervous and Mental Disease 194:780–784
  • Glaser BG, Strauss A 1967 Discovery of grounded theory. Strategies for qualitative research. Chicago, IL, Sociology Press
  • Goldstein MS, Elliott SD, Guccione AA 2000 The development of an instrument to measure satisfaction with physical therapy. Physical Therapy 80:853–863
  • Gronroos C 1984 A service quality model and its marketing implications. European Journal of Marketing 18:36–44
  • Gustafson DH, Arora NK, Nelson EC, Boberg EW 2001 Increasing understanding of patient needs during and after hospitalization. The Joint Commission Journal on Quality Improvement 27:81–90
  • Herzberg F 1959 Motivation to work. New York, Wiley
  • Hills R, Kitchen S 2007a Satisfaction with outpatient physiotherapy: Focus groups to explore the views of patients with acute and chronic musculoskeletal conditions. Physiotherapy Theory and Practice 23:1–20
  • Hills R, Kitchen S 2007b Satisfaction with outpatient physiotherapy: A survey comparing the views of patients with acute and chronic musculoskeletal conditions. Physiotherapy Theory and Practice 23:21–36
  • Kravitz RL 2001 Measuring patient's expectations and requests. Annals of Internal Medicine 134(suppl):881–888
  • Larsson BW, Larsson G, Chantereau MW, von Holstein KS 2005 International comparisons of patients' views on quality of care. International Journal of Health Care Quality Assurance 18:62–73
  • Lee MA, Yom YH 2007 A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Studies 44:545–555
  • May SJ 2001 Part 2: An explorative, qualitative study into patients' satisfaction with physiotherapy. Physiotherapy 87:10–20
  • Mayer T, Cates RJ 1999 Service excellence in health care. JAMA 282:1281–1283
  • McCarthy CJ, Oldham JA, Sephton R 2005 Expectations and satisfaction of patients with low back pain attending a multi-disciplinary rehabilitation service. Physiotherapy Research International 10:23–31
  • Monnin D, Perneger TV 2002 Scale to measure patient satisfaction with physical therapy. Physical Therapy 82:682–691
  • Mostafa MM 2005 An empirical study of patients' expectations and satisfactions in Egyptian hospitals. International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services 18:516–532
  • Noble PC, Conditt MA, Cook KF, Mathis KB 2006 The John Insall Award: Patient expectations affect satisfaction with total knee arthroplasty. Clinical Orthopaedics & Related Research 452:35–43
  • Oermann CM, Swank PR, Sockrider MM 2000 Validation of an instrument measuring patient satisfaction with chest physiotherapy techniques in cystic fibrosis. Chest 118:92–97
  • Otani K, Kurz RS 2004 The impact of nursing care and other healthcare attributes on hospitalized patient satisfaction and behavioral intentions. Journal of Healthcare Management 49:181–196
  • Pager CK 2004 Expectations and outcomes in cataract surgery: A prospective test of 2 models of satisfaction. Archives of Ophthalmology 122:1788–1792
  • Pallant J 2007 SPSS Survival Manual, 3rd ed. Maidenhead, Open University Press
  • Parasuraman A, Zeithaml VA, Berry LL 1988 SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing 64:12–40
  • Perneger TV, Chamot E, Bovier PA 2005 Nonresponse bias in a survey of patient perceptions of hospital care. Medical Care 43:374–380
  • Peyrot M, Cooper PD, Schnapf D 1993 Consumer satisfaction and perceived quality of outpatient health services. Journal of Health Care Marketing 13:24–33
  • Ramsaran-Fowdar RR 2008 The relative importance of service dimensions in a healthcare setting. International Journal of Health Care Quality Assurance 21:104–124
  • Reichheld FF, Sasser WE 1990 Zero defections: Quality comes to services. Harvard Business Review 68:105–111
  • Ross CK, Frommelt G, Hazelwood L, Chang RW 1987 The role of expectations in patient satisfaction with medical care. Journal of Health Care Marketing 7:16–26
  • Roush SE, Sonstroem RJ 1999 Development of the physical therapy outpatient satisfaction survey (PTOPS). Physical Therapy 79:159–170
  • Rubio RN, Pearson HC, Clark AA, Breitkopf CR 2007 Satisfaction with care among low-income female outpatients. Psychology Health and Medicine 12:334–345
  • Saila T, Mattila E, Kaila M, Aalto P, Kaunonen M 2008 Measuring patient assessments of the quality of outpatient care: A systematic review. Journal of Evaluation in Clinical Practice 14:148–154
  • Sirois FM 2008 Provider-based complementary and alternative medicine use among three chronic illness groups: Associations with psychosocial factors and concurrent use of conventional health-care services. Complementary Therapies in Medicine 16:73–80
  • Sitzia J, Wood N 1997 Patient satisfaction: A review of issues and concepts. Social Science and Medicine 45:1829–1843
  • Sofaer S, Firminger K 2005 Patient perceptions of the quality of health services. Annual Review of Public Health 26:513–559
  • Vargo SL, Nagao YH, He Y, Morgan FW 2007 Satisfiers, dissatisfiers, criticals and neutrals: A review of their relative effects on customer (dis)satisfaction. Academy of Marketing Science Review 11. http://www.amsreview.org/articles/vargo2-2007.pdf
  • Webster C 1989 Can consumers be segmented on the basis of their service quality expectations? Journal of Services Marketing 3:35–53
  • Wu CL, Naqibuddin M, Fleisher LA 2001 Measurement of patient satisfaction as an outcome of regional anaesthesia and analgesia: a systematic review. Regional Anesthesia and Pain Medicine 26:196–208
  • Zrinyi M, Horvath T 2003 Impact of satisfaction, nurse-patient interactions and perceived benefits on health behaviors following a cardiac event. European Journal of Cardiovascular Nursing 2:159–166

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.