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      Desenvolvimento e validação de um instrumento de medida da satisfação do paciente com a fisioterapia Translated title: Development and validation of an instrument for measuring patient satisfaction with physical therapy

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          Abstract

          OBJETIVO: Desenvolver e validar um instrumento de medida da satisfação do paciente com o tratamento fisioterapêutico e também identificar seus principais indicadores. MÉTODO: A amostra foi composta por 834 pacientes ambulatoriais de ambos os sexos, com idade média de 46,7 anos e usuários de planos de saúde, que responderam o questionário em 45 clínicas da rede privada de saúde nos municípios de Natal e Mossoró/RN - Brasil. A pesquisa ocorreu desde o processo de desenvolvimento do instrumento até o estudo das suas propriedades psicométricas. A análise qualitativa da amostra inicial de itens do questionário ocorreu por meio de sua apreciação por especialistas. Um estudo piloto precedeu o refinamento do questionário previamente à coleta dos dados. A análise psicométrica (avaliação do teste desenvolvido) foi realizada por meio do estudo da confiabilidade e validade das medidas obtidas com o instrumento. RESULTADOS: Os resultados alcançados para a confiabilidade, por meio do Coeficient alfa de Cronbach (alfa = 0,94), e validades de conteúdo, simultânea e de construto, demonstraram elevada consistência interna e satisfatória validade segundo padrões psicométricos da satisfação do paciente com a fisioterapia. A análise fatorial indicou quatro dimensões em que a interação paciente-terapeuta, especialmente as questões relativas às habilidades de comunicação do fisioterapeuta, parecem ser os melhores indicadores de satisfação. Aspectos relativos à conveniência, como localização da clínica e disponibilidade do estacionamento, não indicaram forte predição de satisfação com a assistência recebida. CONCLUSÃO: O estudo disponibiliza nova ferramenta para auxiliar na gerência e no processo de planejamento necessários ao incremento da qualidade nos serviços de fisioterapia.

          Translated abstract

          OBJECTIVE: To develop and validate an instrument for measuring patient satisfaction with physical therapy, and to identify the most important satisfaction indicators. METHOD: The sample was composed of 834 outpatients of both sexes with mean age of 46.7 years who were health plan users at 45 private health clinics in Natal and Mossoró, State of Rio Grande do Norte, Brazil, and who answered a questionnaire. The study covered the process of developing the instrument as well as the analysis of its psychometric properties. Qualitative analysis on the initial sample of items in the questionnaire was performed by a panel of specialists. A pilot study preceded refinement of the questionnaire and was carried out prior to data collection. Psychometric analysis (evaluation of the test that was developed) was performed by means of studying the reliability and validity of the measures obtained with the instrument. RESULTS: The results achieved in relation to reliability, by means of Cronbach's alpha coefficient (alpha = 0.94), and content, simultaneous, and construct validities showed high internal consistency and satisfactory validity according to psychometric standards for patient satisfaction with physical therapy. Factorial analysis indicated the existence of four dimensions in which patient-therapist interaction, especially regarding the physical therapist's communication skills, seem to be the best indicators of satisfaction. Aspects related to personal convenience, such as location of the clinic and availability of parking, were not strongly predictive of satisfaction with the care received. CONCLUSION: This study makes available a new tool to contribute to management and to the planning process necessary for improving the quality of physical therapy services.

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          Most cited references 45

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              Toward a theory of patient satisfaction.

               S Linder (1981)
              Despite the widespread concern in health care literature with patients'--or clients'--satisfaction, there has been no explicit definition of that concept nor systematic consideration of its determinants and consequences. The definition of satisfaction proposed here is derived from Fishbein and Ajzen's attitude theory and from job satisfaction research. Among the various probable determinants of a patient's satisfaction with health care are his/her attitudes and perceptions prior to experiencing that care; after reviewing relevant social science theories, we hypothesize five such social psychological variables which affect satisfaction ratings. The present attempt to define the concept patient satisfaction and to hypothesize some of its determinants can be regarded as first steps in building a theory of patient satisfaction.
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                Author and article information

                Contributors
                Role: ND
                Role: ND
                Journal
                rbfis
                Brazilian Journal of Physical Therapy
                Braz. J. Phys. Ther.
                Associação Brasileira de Pesquisa e Pós-Graduação em Fisioterapia (São Carlos )
                1809-9246
                October 2007
                : 11
                : 5
                : 369-376
                Affiliations
                [1 ] Universidade Federal do Rio Grande do Norte Brazil
                Article
                S1413-35552007000500007
                10.1590/S1413-35552007000500007

                http://creativecommons.org/licenses/by/4.0/

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                Categories
                ORTHOPEDICS
                REHABILITATION

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