Highly satisfied or eager to please? Assessing satisfaction among allied health outpatients

Abstract

Aims This article details a study into measuring patient satisfaction among patients attending acute outpatient physiotherapy and occupational therapy services at a large metropolitan health service. Methods Patients were invited to complete an anonymous written survey incorporating the MedRisk Instrument for Patient Satisfaction with Physical Therapy Care (MRPS), and two open questions regarding positive and negative aspects of their experience. Findings One-hundred and sixty-five responses were received. Respondents reported themselves to be very satisfied with the service they received with an overall satisfaction rating of 4.8 out of 5 on the MRPS. Almost half of patient comments on positive aspects of care concerned factors relating to personal interactions. Issues related to waiting areas featured most highly in suggestions for improvement. Conclusions Although the high rates of satisfaction were encouraging, they are consistent with previous findings that research of this type tends to result in high rates of reported satisfaction, and is subject to various forms of bias. The responses to the open questions were, perhaps, more informative, reinforcing previous findings that interpersonal interactions and short waiting times are important to satisfaction, and that improving waiting areas and communicating delays may be simple measures that could improve the patient experience.