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Related Experiment Videos

Consumer satisfaction in prosthetics and orthotics facilities.

J H B Geertzen1, H G J Gankema, J W Groothoff

  • 1Department of Rehabilitation, University Hospital Groningen, The Netherlands. J.H.B.Geertzen@rev.azg.nl

Prosthetics and Orthotics International
|June 5, 2002
PubMed
Summary

Patient satisfaction with prosthetics and orthotics (P&O) services in the Netherlands is high, with 75% rating overall satisfaction 8/10 or higher. Key areas for improvement include tangibles, empathy, and responsiveness in P&O care.

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Area of Science:

  • Rehabilitation Medicine
  • Health Services Research
  • Prosthetics and Orthotics

Background:

  • Patient satisfaction is a critical indicator of healthcare quality.
  • Prosthetics and Orthotics (P&O) services provide essential assistive devices.
  • Assessing patient satisfaction in P&O facilities is crucial for service improvement.

Purpose of the Study:

  • To evaluate patient satisfaction with P&O services in the north of the Netherlands.
  • To identify specific areas of strength and weakness in P&O facility services.
  • To provide actionable insights for enhancing patient experience in P&O care.

Main Methods:

  • A modified SERVQUAL questionnaire was administered to 496 patients.
  • The questionnaire assessed 5 domains: tangibles, reliability, responsiveness, assurance, and empathy.

Related Experiment Videos

  • Patients provided ratings on a 5-point Likert scale and an overall satisfaction score (1-10).

    • Main Results:

    • 75% of patients reported an overall satisfaction rating of 8 or higher (mean 8.0).
    • High satisfaction (≥85%) was observed across 80% of the evaluated service items.
    • Areas identified for improvement included tangibles (3 items), empathy (2 items), and responsiveness (1 item).

    Conclusions:

    • Overall patient satisfaction with P&O services in the Netherlands is high.
    • Targeted improvements in tangibles, empathy, and responsiveness can further enhance patient experience.
    • Satisfaction levels were generally independent of patient demographics and device type, except for orthopaedic shoes.