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Brazilian Journal of Physical Therapy

versão impressa ISSN 1413-3555versão On-line ISSN 1809-9246


MACHADO, NP  e  NOGUEIRA, LT. Evaluation of Physical Therapy service user satisfaction. Rev. bras. fisioter. [online]. 2008, vol.12, n.5, pp.401-408. ISSN 1413-3555.

OBJECTIVE: To evaluate user satisfaction about Physical Therapy services in the city of Teresina, State of Piauí, Brazil, and to characterize users' sociodemographic profile and evaluate their satisfaction regarding the time required to setting up appointments and to provide services, reception, trust, ambiance, humanization, accessibility, effectiveness and expectations relating to the services received. METHODS: The sample was comprised of 376 patients who were selected at three physical therapy clinics in the private, municipal and state networks. A questionnaire on sociodemographic characteristics, access to services and user satisfaction was administered. Averages for continuous variables were compared by means of Kruskal-Wallis and Student-Mewman-Keuls tests. RESULTS: Most of the users were women (62.5%), with a mean age of 49.5 years. They were married and illiterate, had family income between one and three minimum wages and were dependent on the national health system. They considered that they had easy access to the services. The means of transportation most used was buses, and it took them on average 28.8 minutes to arrive at the service location. The services users indicated that they did not have any difficulty with the service, but 14% mentioned that setting up appointments and waiting times were problems they faced in the municipal and state services. Medical indication was the main reason for choosing the service. They trusted the service they received, and the expected treatment results were achieved. CONCLUSIONS: Despite the dissatisfaction shown, the majority (75.5%) were satisfied with the treatment they received and they said they would recommend the services to other users.

Palavras-chave : evaluation; consumer preference; health services.

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