Consumer Satisfaction in Prosthetics and Orthotics Facilities

Geertzen, J.; Gankema, H.; Groothoff, J.; Dijkstra, P.: Consumer Satisfaction in Prosthetics and Orthotics Facilities. I: Prosthetics and Orhtotics International, 2002(26(1)), s. 64-71.Language: Engelsk

Summary: The aim of this study was to assess consumer/patient satisfaction with the services of the prosthetics and orthotics (P&O) facilities in the north of the Netherlands, using a modified SERVQUAL questionnaire. An overall satisfaction rating of 8 or higher was given by 75% of the consumers (mean 8.0; sd=1.2). Consumers were defined as satisfied with the services of the P&O facility if they rated their experiences on a certain item equal or better than their rating of its importance. Eighty&8208;five percent (85%) or more of the consumers were satisfied with the P&O facility in 24 of the 30 (80%) items of the SERVQUAL questionnaire. Of the 6 less unsatisfying items, 3 were related to the domain tangibles, 2 were related to the domain empathy and 1 to the domain responsiveness. The management of the P&O facility can use this information to increase consumer satisfaction by improving quality and service at these items. In general, the degree of consumer overall satisfaction was not related to age, gender, and type of assistive device or length of relationship of consumer and P&O facility. Only consumers who received orthopaedic shoes rated their overall satisfaction significantly lower (0.3) than consumers who received other types of devices. This difference is clinically not relevant.

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Related product groups:
Relaterede produktgrupper:
 Orthoses and prostheses