This descriptive cross-sectional study was conducted to evaluate the experience of clients using musculoskeletal physiotherapy services in primary care in Iceland. Specifically, the study explored potential association between client satisfaction, waiting times, advice given, and the impact of follow-up consultations. Understanding these factors is critical for justifying the need for such services and enhancing their quality.
An electronic survey was sent to 1309 clients who used the musculoskeletal physiotherapy services in four health districts in Iceland from September 1st, 2020, to August 31st,2021. The survey contained 12 questions, addressing clients experience, waiting times, advice received, and follow-up. Descriptive analysis and Chi-square tests for categorical variables were applied.
The response rate was 36,4% (n=476), with a mean age 49.8 (±14.9), 69% were female. Overall, 88% of participants reported being "very" or "rather satisfied" with the services received. Most participants (83.7%) felt that the physiotherapist had substantial knowledge of their musculoskeletal issues. Regarding waiting times, 30.4% of clients waited 3-7 days, while 23.1% waited over 14 days. Majority of the participants (62.1%) reported they got some advice, with 91.8% of these receiving exercise-related guidance. No significant relationship was found between waiting time (p = 0.238) or receiving advice (p = 0.051) and client satisfaction. Conversely, follow-up was identified as a significant determinant of positive client experience, with 49.7% of participants receiving a follow-up call and reporting significantly more positive experiences (p 0.001).
The study revealed high levels of client satisfaction with musculoskeletal physiotherapy services in primary care, with follow-up consultations emerging as a key factor in improving the overall experience. Waiting times and whether advice was provided did not significantly influence client satisfaction, suggesting that the quality of follow-up care plays a crucial role in patient experience.
Physiotherapists possess expert knowledge in managing musculoskeletal conditions and are a good asset to healthcare services provided in primary healthcare. They are highly qualified to assess musculoskeletal issues and well-suited to guide patients in self-management strategies, including therapeutic exercises and ergonomic advice. The findings support the importance of providing timely access to physiotherapy within primary healthcare settings. Ensuring follow-up care could further enhance patient satisfaction and outcomes, emphasizing the need for structured follow-up protocols in physiotherapy services.
musculoskeletal
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