Client Satisfaction Survey of a Wheelchair Seating Clinic

Abstract

After a pilot phase, Rehabilitation Hospital of the Pacific's Wheelchair Seating Clinic officially opened in August 1998 to provide services for current and prospective wheelchair users. A satisfaction survey was developed and implemented to explore client satisfaction and identify program areas needing improvement. In April 1999, the survey was mailed to all 41 clients who had completed an assessment and received their equipment during the program's first 9 months. With a 63% response rate, results suggested that clients were very satisfied with the clinic's atmosphere, the therapist, and the program's ability to identify clients' individual goals and needs and to justify insurance coverage for needed equipment. However, clients wanted more information regarding vendor and cost options and better-timed follow-up sessions with the therapist once equipment arrived. The survey tool worked well and results helped to identify areas of success and areas in need of improvement in the clinic.