Melba G. Custer, Ruth A. Huebner, Dana M. Howell; Factors Predicting Client Satisfaction in Occupational Therapy and Rehabilitation. Am J Occup Ther 2014;69(1):6901290040. https://doi.org/10.5014/ajot.2015.013094
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© 2020 American Occupational Therapy Association
Client satisfaction, a widely used outcome indicator of quality in health care, is inherently client centered and important in occupational therapy. We developed an instrument called the Satisfaction With Continuum of Care Revised (SCC–R) and tested a logistic regression model of satisfaction for six predictive research questions. Data collected from 769 clients from a large rehabilitation hospital using the SCC–R were paired with data that included demographics, functional status, and measures of the rehabilitation including occupational therapy. Satisfaction was stratified into two groups, satisfied and dissatisfied. The most robust and consistent predictors of satisfaction were functional status and improvements in functional status, presence of a neurological disorder, total rehabilitation hours, and admission to rehabilitation within 15 days of condition onset. The finding that improvements in functional status, especially self-care, were predictive of satisfaction is particularly relevant for occupational therapy. Implications for practice and future research are discussed.
How do client demographic variables contribute to models of client satisfaction?
How does functional status at admission and discharge contribute to models of client satisfaction?
How does the client’s medical status contribute to models of client satisfaction?
How does the rehabilitation process contribute to models of client satisfaction?
How do the client’s gains contribute to models of satisfaction?
How does occupational therapy contribute to models of satisfaction?
Improvements in functional status, especially self-care abilities, were robust predictors of client satisfaction and suggest that clients highly value these abilities promoted by occupational therapy.
Client groups such as those entering rehabilitation more than 15 days after condition onset, those functioning at a lower level at admission or discharge, or those making limited gains may need specialized attention and modifications.
Future research might separate out FIM Self-Care scores from overall FIM scores to highlight outcomes important in occupational therapy.
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