User Satisfaction Profile of an Outpatient Physical Therapy Service



Abstract Views
442

Downloads
306

Citations

Share

##plugins.themes.bootstrap3.article.sidebar##

Submitted Aug 20, 2023
Published Sep 26, 2023
10.24018/ejmed.2023.5.5.1915

Abstract viewed = 442 times

Table of Contents

##plugins.themes.bootstrap3.article.main##

Physical therapy is characterised as a health process with prolonged interactions between the professional and the user, involving close physical contact, the user’s active participation, and frequent visits. Evaluating user satisfaction is a priority for managing health services quality, being a good index for assessing clinical effectiveness. Therefore, establishing the profile of user satisfaction with the service is important for organisational management in health units.

This work aims to analyse the current satisfaction level of users of an outpatient physical therapy service, trace the satisfied user profile according to their sociodemographic and clinical characteristics, identify a set of best practices and aspects for improvement, and propose measures to improve satisfaction. Thus, a quantitative, observational, analytical-correlational, and cross-sectional study was carried out.

The application of the Physical Therapy Outpatient Satisfaction Survey and a sociodemographic and clinic questionnaire allowed the creation of a microeconomic database and the application of the econometric methodology of linear regression. It was possible to identify variables that increase satisfaction, such as location, professional situation, travel time, pathology, and salary range, and variables that decrease satisfaction as the place of residence, academic qualifications, health system, referral, professional status, and age. Based on the evidence, measures to improve the physiotherapy service are proposed.

Keywords: health management linear regression physical therapy outpatient satisfaction survey (PTOPS) satisfaction

Downloads

Download data is not yet available.

References

  1. Abrantes MJA, Ferreira PL. Qualidade e satisfação : opinião dos utilizadores de serviços de saúde hospitalares [Quality and satisfaction: opinion of users of hospital health services] [Dissertação de Mestrado]. Faculdade de Economia da Universidade de Coimbra; 2012. Available from: http://hdl.handle.net/10316/20506.
     Google Scholar
  2. Ferreira PL, Raposo V. Monitorização da satisfação dos utilizadores das USF e de uma amostra de UCSP - Relatório Final [Monitoring user satisfaction at USF and a sample of UCSP - Final Report] [Internet]. Coimbra; 2015. Available from: https://www.uc.pt/org/ceisuc/Research/Projects/Sat_Util_USF/relatorio_final.
     Google Scholar
  3. Ministério da Saúde. Retrato da saúde [Ministry of Health. Portrait of Health] [Internet]. Lisboa: Portugal; 2018. 1–88 p. Available from: https://fronteirasxxi.pt/wp-content/uploads/2019/10/RETRATO-DA-SAUDE_2018_compressed.pdf.
     Google Scholar
  4. Gavurova B, Kovac V, Khouri S. Purpose of patient satisfaction for efficient management of healthcare provision. Polish J Manag Stud [Internet]. 2020;22(1):134–46.
    DOI  |   Google Scholar
  5. Donabedian A. The quality of care. JAMA. 1988 Sep 23;260(12):1743–8.
    DOI  |   Google Scholar
  6. Ahmad I, Din S ud. Patients’ satisfaction from the health care services. Gomal J Med Sci. 2010;8(1):95–7.
     Google Scholar
  7. Mohan DR, Kumar KS. A study on the satisfaction of paitnets with reference to hospital services. ZENITH Int J Bus Econ Manag Res. 2011;1(3):15–25.
     Google Scholar
  8. Hespanhol A, Vieira A, Pereira A. Monitorização da satisfação dos utentes do Centro de Saúde São João (2007 e comparação com 2002 a 2006 [Monitoring user satisfaction at the São João Health Center (2007 and comparison with 2002 to 2006]. Rev Port Clínica Geral. 2008 May 1;24(3):363–72.
    DOI  |   Google Scholar
  9. Frias NM de P, Moreira V. Avaliação do grau de satisfação do doente submetido a cirurgia cardíaca [Assessment of the degree of satisfaction of patients undergoing cardiac surgery] [Dissertação de Mestrado]. Escola Superior de Enfermagem de Lisboa; 2014. Available from: http://hdl.handle.net/10400.26/16280.
     Google Scholar
  10. Algudairi G, Al-Eisa ES, Alghadir AH, Iqbal ZA. Patient satisfaction with outpatient physical therapy in Saudi Arabia. BMC Health Service Research. 2018 [cited 2021 Jun 17]. Available from: https://eds.b.ebscohost.com/eds/pdfviewer/pdfviewer?vid=13&sid=55eb4b36-c768-4122-b117-4346fa35674b%40sessionmgr102.
     Google Scholar
  11. Heberer M, Bourke L, Wildhaber F, Sütterlin J. Partnership between patients and health care professionals is an important determinant of patient satisfaction. Int J Health. 2016 Dec 14;2(1):90–101.
    DOI  |   Google Scholar
  12. World Confederation Physical Therapy. Description of physical therapy: Policy statement. World Confed Phys Ther. 2019;(appendix 1):1–12.
     Google Scholar
  13. Khan ML, Ghous M, Amjad I, Nouman M, Yaqoob I. Level of satisfaction regarding physical therapy services in district Poonch, Azad Jammu Kashmir. J Pak Med Assoc. 2020 Mar;70(3):452–6.
    DOI  |   Google Scholar
  14. Gaspar J, Nogueira D. Trabalho de projeto - Autonomia e exigências da tarefa dos fisioterapeutas nas condições músculo esqueléticas: relação com bem-estar e satisfação [Project work - Autonomy and task demands of physiotherapists in musculoskeletal conditions: relationship with well-being and satisfaction] [Tese de Mestrado]. Escola Superior de Alcoitão; 2014. Available from: http://hdl.handle.net/10400.26/8130.
     Google Scholar
  15. APFISIO. O Perfil Profissional do Fisioterapeuta [The Professional Profile of the Physiotherapist] [Internet]. 2018. p. 21. Available from: http://www.apfisio.pt/wp-content/uploads/2020/09/APFisio_Perfil_Compet_Fisio_rev2020.pdf.
     Google Scholar
  16. Ko M-S, Lee W-H. Analysis of the relationships among perceived service encounter quality, service value, satisfaction and behavioral intention for physical therapy patients. J Phys Ther Sci. 2017 Nov;29(11):2000–3.
    DOI  |   Google Scholar
  17. Eversole J, Grimm A, Patel N, John K, Garcia AN. Why measure patient experience in physical therapy? Arch Physiother. 2021;11(1):1–6.
    DOI  |   Google Scholar
  18. Hush JM, Cameron K, Mackey M. Patient satisfaction with Musculoskeletal physical therapy care: A systematic review. Phys Ther. 2011;91(1):25–36.
    DOI  |   Google Scholar
  19. Guillaud A, Allenet B, Pinsault N. Does dissatisfaction with physicians lead patients to alternative practitioners? Complement Ther Clin Pract. 2020 May 1;39:101109.
    DOI  |   Google Scholar
  20. Albornoz-Cabello M, Manuel Perez-Marmol J, de los Angeles Cardero-Duran M, Jesus Barrios-Quinta C, Espejo-Antunez L. Construction, factor structure, and internal consistency reliability of the hospital physical therapy perceived satisfaction questionnaire (H-PTPS). Int J Environ Reaserch Public Heal. 2020;17(16):5857–69.
    DOI  |   Google Scholar
  21. Roush SE, Jones M, Nassaney M. Patient satisfaction in physical therapy: concurrent comparison of tow instruments in outpatient settings. HPA Resour. 2007;7(3):1–8.
     Google Scholar
  22. Beattie P, Nelson R, Heintzelman M. The relationship between patient satisfaction with physical therapy care and global rating of change reported by patients receiving worker’s compensation. Physiother Theory Pract. 2011;27(4):310–8.
    DOI  |   Google Scholar
  23. Hurwitz EL, Morgenstern H, Yu F. Satisfaction as a Predictor of clinical outcomes among chiropractic and medical patients enrolled in the UCLA low back pain study. Spine (Phila Pa 1976). 2005 Oct;30(19):2121–8.
    DOI  |   Google Scholar
  24. Hiller A, Guillemin M, Delany C. Exploring healthcare communication models in private physiotherapy practice. Patient Educ Couns. 2015;98(10):1222–8.
    DOI  |   Google Scholar
  25. Cavalheiro LM, Cabri JM, Ferreira PL. Cross-cultural adaptation and validation of the Portuguese version of the physical therapy outpatient satisfaction survey. Port J Public Heal. 2017;35(3).
    DOI  |   Google Scholar
  26. Roush SE, Sonstroem RJ. Development of the physical therapy outpatient satisfaction survey (PTOPS). Phys Ther. 1999;79(2):159–70.
    DOI  |   Google Scholar
  27. Casserley-Feeney SN, Phelan M, Duffy F, Roush S, Cairns MC, Hurley DA. Patient satisfaction with private physiotherapy for musculoskeletal pain. BMC Musculoskelet Disord. 2008;9:1–13.
    DOI  |   Google Scholar
  28. de Mello FM, Guimarães RC. Métodos estatísticos para o ensino e a investigação nas ciências da saúde [Statistical methods for teaching and research in health sciences]. Edições Sílabo; 2015.
     Google Scholar
  29. Murteira J, Castro V. Introdução à econometria [Introduction to econometrics]. 2nd ed. Almedina; 2018.
     Google Scholar
  30. Jahan A, Rwaiha AE, Gusaibat SR, Al-Ahwal NA, Al-Jafairi ZM, Al-Rashidi MA. Patient satisfaction with physiotherapy services in libya: A cross-sectional study. J Patient Exp. 2021 Jan 1;8:237437352110331.
    DOI  |   Google Scholar
  31. Antunes M, Cavalheiro L. Efetividade de cuidados de fisioterapia no estado de saúde de indivíduos com dor crónica [Effectiveness of physiotherapy care on the health status of individuals with chronic pain] [Dissertação de mestrado]. Instituto Politécnico de Coimbra; 2013. Available from: http://comum.rcaap.pt/handle/10400.26/17045.
     Google Scholar
  32. Rufa’i AA, Saidu IA, Lawan MD, Oyeyemi AL, Aliyu SU, Lawan A, et al. Outpatients’ Satisfaction with the provision of physiotherapy services. Middle East J Rehabil Heal Stud. 2019 Jan 20;In Press. Available from: https://brief.land/mejrh/articles/69431.html.
    DOI  |   Google Scholar
  33. Olatunji T, Ogunlana M, Bello M, Omobaanu S. Assessment of Patients satisfaction with physiotherapy care. J Niger Soc Physiother. 2008;16(I):11–5. A
     Google Scholar
  34. Grossman M. On the Concept of health capital and the demand for health. J Polit Econ. 1972 Mar;80(2):223–55.
    DOI  |   Google Scholar
  35. Crysthyna J, Bernardino B, Santana LA, Silva S Da. Avaliação do nível de satisfação dos pacientes atendidos no núcleo de fisioterapia e reabilitação física de Sobradinho/DF [Assessment of the level of satisfaction of patients treated at the physiotherapy and physical rehabilitation center in Sobradinho/DF]. Fisioter Bras. 2015;16(1):43–9.
    DOI  |   Google Scholar
  36. Ampiah PK, Ahenkorah J, Karikari M. Patients’ Satisfaction With Inpatient orthopedic physiotherapy services at a Tertiary Hospital in Ghana. J patient Exp. 2018/08/07. 2019 Sep;6(3):238–46.
    DOI  |   Google Scholar
  37. McKinnon AL. Client satisfaction with physical therapy services: Does age make a difference? Phys Occup Ther Geriatr. 2001;19(2):23–37.
    DOI  |   Google Scholar
  38. Nicholls DA. Aged care as a bellwether of future physiotherapy. Physiother Theory Pract. 2020;36(8):873–85.
    DOI  |   Google Scholar
  39. Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J. 2014 Jan 15;29(1):3–7.
    DOI  |   Google Scholar
  40. Jin J, Sklar G, Oh V, Li S-C. Factors affecting therapeutic compliance: A review from the patient’s perspective. Ther Clin Risk Manag. 2008 Feb; 4(1):269–86.
    DOI  |   Google Scholar
  41. Medeiros F, Costa L, Oliveira N, Costa L. Satisfação de pacientes que recebem cuidados fisioterapêuticos para condições musculoesqueléticas: um estudo transversal [Satisfaction of patients receiving physiotherapeutic care for musculoskeletal conditions: a cross-sectional study] Satis. Fisioter e Pesqui, 2016;23(1):105–10.
    DOI  |   Google Scholar
  42. Hills R, Kitchen S. Satisfaction with outpatient physiotherapy: A survey comparing the views of patients with acute and chronic musculoskeletal conditions. Physiother Theory Pract. 2007;23(1):21–36.
    DOI  |   Google Scholar
  43. Lateef F. Patient expectations and the paradigm shift of care in emergency medicine. J Emerg Trauma Shock. 2011;4(2):163.
    DOI  |   Google Scholar