Measuring Patient Satisfaction with Physical Therapy
What makes a patient satisfied with his or her physical therapy care? Is it the interaction with the therapist? Or how they are treated in the clinic? Physical therapists at six clinics in Pennsylvania and New York offer some insights.
They used the MedRisk Instrument for measuring satisfaction with physical therapy care. Over 1,000 patients filled out the survey. Questions were asked about the process of registering in the office, the receptionist, and the therapist.
The goal was to find out what makes for a satisfied customer. The therapists want a survey that answers this question specifically. For example, is satisfaction based on internal factors like time spent with the therapist? Or external things like the waiting room or cost of care?
The researchers found among this group of patients patient satisfaction was most closely linked to interaction with the therapist. Patients were more satisfied when the therapist took the time to answer questions and treated the patient with respect.
The authors conclude the MedRisk Instrument is a valid tool for measuring patient satisfaction in a physical therapy clinic. It is inexpensive and easy to use. And it measures internal versus external factors separately. For therapists who want to improve their services, this kind of information is very helpful.
References: Paul Beattie PT, PhD, et al. The MedRisk Instrument for Measuring Patient Satisfaction with Physical Therapy Care: A Psychometric Analysis. In Journal of Orthopaedic & Sports Physical Therapy. January 2005. Vol. 35. No. 1. Pp. 24-32.
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