A Pilot Study of Client Satisfaction: An Occupational Therapy Duty System in an Occupational Therapy Bureau

Abstract

The duty system is the telephone referral system for the Kent Occupational Therapy Bureau service for members of the public and health professionals. The duty rota is staffed by occupational therapists and rehabilitation coordinators. This evaluation aimed to determine the quality and equity of the service in relation to client satisfaction. Over a 2-week period, telephone interviews were conducted using a questionnaire. All members of the public who telephoned to make a referral and had had no prior contact with the bureau were eligible for the study. The duty system was shown to provide a consistently high level of service in all areas evaluated. However, those interviewed expressed dissatisfaction with the predicted time of wait for an assessment visit and the lack of accurate information regarding this wait. This pilot study demonstrates that an occupational therapist may not be needed to fulfil the role of duty officer. A trained duty officer with an occupational therapist available for consultation can provide the service, thereby freeing occupational therapists to undertake assessments and reduce waiting lists. More accurate information and regular contact from the bureau regarding the waiting time for an assessment is required to reduce dissatisfaction.