Reading Professional Literature

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Reading Professional Literature: 


Development of the Physical Therapy Outpatient Satisfaction Survey: 

Development of the Physical Therapy Outpatient Satisfaction Survey (PTOPS) Susan E. Roush, Robert J. Sonstroem Physical Therapy, Vol 79, Number 2, February 1999 Lesson 1

“Quick Peek”: 

“Quick Peek” Title Abstract Key Words (bottom of page or abstract) Conclusions


Title What does the title of this article tell you?


Abstract Purpose clearly outlined What are the components of patient satisfaction? Develop a valid, reliable test to measure satisfaction.

How do we know if our patients are Satisfied… or Dissatisfied?: 

How do we know if our patients are Satisfied… or Dissatisfied?

Is Quality Care the Same as Patient Satisfaction?: 

Is Quality Care the Same as Patient Satisfaction?

Dissect the Article: 

Dissect the Article Find important parts Introduction Methods Results Discussion Summary or Conclusions


Introduction Why does this article matter? Does patient satisfaction really matter? To whom?

Literature Review: 

Literature Review Gives you some history of why this study was done….context, so to speak For example… In general, folks tend to be satisfied with Physical Therapy services ..and.. “friendliness” and “caring” are most highly regarded by patients receiving PT.


Methods Can vary substantially study to study Does the method make sense? Can the study be replicated? Are there too many variables? Are there enough subjects to draw broad conclusions?

Methods, This Study: 

Methods, This Study 3 Groups (“Phases”) Phase 1 7 Outpatient PT practices 177 subjects 98 items/questions Patient questions (item pool) used Most frequently used items in PT surveys Provider conduct accessibility/convenience cost physical environment expectations

Phase 2: 

Phase 2 Revised the questions (item pool) 11 outpatient PT practices 257 subjects 48 items/questions Rewrote some questions, added others Included: Location items Cost items Expectation items Detractor items Enhancer items

Satisfaction Components: 

Satisfaction Components Enhancers: Contentment with the physical environment and personal interactions associated with the visit. Issues that enrich a patient’s physical therapy experience beyond the minimally acceptable level Detractors: Fulfillment will lessen dissatisfaction but NOT necessarily ensure satisfaction.

Phase 3: 

Phase 3 3 sub-samples used Sub-sample A 3 facilities 65 subjects Sub-sample B Particularly-positive (37) or negative (12) experiences Total, 49 subjects Sub-sample C Relative to PT attendance 51 high-attendance; 8 low-attendance Total, 59 subjects


Results Often technical in nature Several tests for reliability, validity If too complicated, get clarification or skim


Discussion Reviews the impact of the study In this study… Location, Cost (2 non-clinical issues) influence outpatient satisfaction in PT Why? Frequency of visits? All PT “the same”…”none worth the long drive or cost”? Cost is definitely an issue in satisfaction and will clearly be so in the future.


Discussion Enhancers, such as patient privacy, respect, affirmation by facility staff… Promotes overall satisfaction with the PT experience. Expectations do not play a vital role in patient satisfaction Why?? Expectations not well-defined. Patients do not know what to expect at therapy

The End: 

The End Don’t Be Afraid of Research!

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