Satisfaction of the elderly with outpatient physical care in a university clinic as an evaluation element of the management model

Abstract

With aging and chronic diseases, increases demand for rehabilitation services. Satisfaction with care is an effective way to evaluate the quality of services. Thus, the present study aimed to evaluate care satisfaction degree of elderly with respect to physical therapy in an university clinic. This is a descriptive study conducted with 25 elderly, who performed 6 or more sessions of physiotherapy. To evaluate elderly satisfaction, a self-application questionnaire was used, and also a clinical and socioeconomic questionnaire to characterize the sample. It was observed that elderly average age was 71 ± 8.7 years; 60% women, mean age of 36 ± 21 sessions. Of total, 80% never performed physiotherapy at another institution. The subjects evaluated as excellent: the overall satisfaction of their experience with physical therapy (52%), and treatment outcome (40%). Were assessed as great: the clarification of doubts (52%), courtesy of the physiotherapist (44%), respect with which he was treated by the physiotherapist (40%), availability of schedules (56%), convenience in location (44%), comfort in the care environment (72%), general clinical care conditions (68%), ease of transit on the premises (56%) and the kindness of other team members (48%). Were assessed as good: security transmitted by physical therapist (44%), kindness and availability in care of receptionist (36%). All say they would return to clinic and would recommend it. In conclusion, the data suggest an elderly patients contentment with care and infrastructure of university physical therapy clinic, suggesting studies comparing satisfaction between university and private or public service.