Patient satisfaction with physiotherapy in the emergency department

Area of Science:

• Health Sciences
• Physiotherapy
• Emergency Medicine

Background:

• Emergency departments (EDs) are increasingly managing acute conditions previously treated elsewhere.
• Physiotherapy services integrated within EDs can address patient needs and improve outcomes.
• Understanding patient satisfaction is crucial for optimizing ED physiotherapy models.

Purpose of the Study:

• To qualitatively explore patient satisfaction with physiotherapy services in Australian emergency departments.
• To identify specific factors influencing patient satisfaction with ED physiotherapy.

Main Methods:

• A qualitative, interpretive, field-based study.
• Face-to-face interviews were conducted post-treatment in the ED.
• Follow-up telephone interviews were conducted 2-3 weeks later.

Main Results:

• Twenty-two participants were interviewed initially, with 15 completing follow-up interviews.
• Key themes included patient expectations, physiotherapist's bedside manner, physiotherapy management (assessment, advice, hands-on treatment, exercise, follow-up/referral), and overall satisfaction.
• The physiotherapist's comprehensive assessment, tailored interventions, and supportive communication significantly impacted patient experience and satisfaction.

Conclusions:

• Patients expressed high satisfaction with ED physiotherapy services.
• The integrated skills of physiotherapists within the ED team enhanced service delivery and self-reported patient outcomes.