Satisfaction levels in orthopaedic out-patients

Authors: Nielsen, Dominic M.¹; Gill, Kathryn²; Ricketts, David M.¹

Source: Annals of The Royal College of Surgeons of England, Volume 87, Number 2, March 2005 , pp. 106-108(3)

Publisher: The Royal College of Surgeons of England

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Abstract:

Introduction: It is important that patients are satisfied with an out-patient consultation. This ensures compliance with treatment and attendance for follow-up. The aim of this study was to identify factors regarding out-patient consultation associated with patient satisfaction. Methods: A two-part questionnaire identifying expectations of, and subsequent satisfaction with, a new out-patient consultation was completed by 106 out-patients.

Results: There was no correlation between not seeing the clinician anticipated and reduced satisfaction (P = 0.17). Using more information sources was associated with less satisfaction (P = 0.02). Patients were less satisfied if their expectations of either treatment or outcome were changed.

Conclusions: Meeting patients' expectations is an essential part of effective communication. The use of specialist physiotherapists and general practitioners with a special interest is an effective way of seeing more new patients.

Keywords: OUTPATIENT; SATISFACTION

Document Type: Research article

DOI: 10.1308/1478708051739

Affiliations: 1: Department of Orthopaedics, Princess Royal Hospital, Haywards Heath, Surrey, UK 2: Department of Orthopaedics, Kingston Hospital, Surrey, UK

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