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Patient satisfaction with outpatient physical therapy: instrument validation
Paul F Beattie1, Mary Beth Pinto, Martha K Nelson
1Program in Physical Therapy, Department of Exercise Science, School of Public Health, University of South Carolina, Columbia, SC 29208, USA. pbeattie@sph.sc.edu
Physical Therapy
|May 31, 2002
Summary
Patient satisfaction in physical therapy hinges on high-quality therapist interaction, not clinic amenities. Time and clear communication are key drivers of positive patient experiences.
Area of Science:
- Rehabilitation Science
- Health Services Research
- Patient Experience Studies
Background:
- Patient satisfaction is a critical outcome measure in physical therapy.
- Understanding factors influencing satisfaction is essential for improving care quality.
Purpose of the Study:
- To develop and validate a survey instrument to identify variables associated with patient satisfaction in outpatient physical therapy.
- To assess patient perceptions of physical therapy services.
Main Methods:
- A survey instrument was developed and administered to 1,868 patients undergoing outpatient physical therapy.
- Instrument validation included content validation (item correlation, principal components analysis, factor analysis) and reliability testing (standard error of measurement).
- Concurrent validity was assessed by correlating survey scores with global satisfaction measures.
Main Results:
- A 10-item questionnaire demonstrated the best reliability.
- High-quality therapist interaction, including adequate time and clear explanations, was strongly associated with patient satisfaction.
- Environmental factors (clinic location, parking, waiting time, equipment) showed weak correlations with overall satisfaction.
Conclusions:
- Therapist time and behavior are paramount to patient satisfaction in physical therapy.
- Cost-cutting measures, high patient volume, and the use of care extenders may negatively impact patient satisfaction.
- Healthcare providers should prioritize quality of interaction to enhance patient satisfaction.