User satisfaction with orthotic and prosthetic devices and services of a single clinic

Purpose: To evaluate the user satisfaction with orthotic and prosthetic (O & P) devices and services of a single clinic. Method: In this survey, 293 volunteer users of a private O & P facility (172 women, 121 men) in Iran were participated. User satisfaction was evaluated with the O & P Users' Survey. Results: For device satisfaction, the highest satisfaction was for well fitting of device (2.6 +/- 0.8) and the lowest satisfaction was for the appearance of the device (1.6 +/- 1.4). For service satisfaction, the highest satisfaction was for being shown an appropriate level of courtesy and respect by staff (3.3 +/- 0.7), and the lowest satisfaction was for coordination between O & P staff and the users' therapists and doctors (1.2 +/- 1.3). Conclusions: Most of patients agreed that their devices were fitted well and the higher concerns were related to the appearance, durability, wear and tear of the cloths, and price of their devices. Users agreed that they were treated with a high level of courtesy and respect by O & P staff, but that the staff did not coordinate services adequately with their therapists and doctors. User participation in the decision-making process was also rated as poor. Our findings may represent valuable information which can be applied to improve O & P facilities in developing countries.