AHSR FHSR Annu Meet Abstr Book 1994; 11: 11
Coulter ID, Hays RD, Danielson CD
Santa Monica, CA 90407.
PROBLEM AND OBJECTIVES: This paper presents the results from a recently completed study of adherence of chiropractic patients conducted in three counties in Los Angeles. As part of the study patient satisfaction was measured.
DATA AND METHODS: A random sample of 486 from 44 chiropractors in three Los Angeles Counties completed a self administered questionnaire measuring patient satisfaction. The questionnaire was adapted from an instrument developed by Value Health Sciences, the OSQ-37. The instrument measured fourteen items on the quality of care using a seven point Likert scale (ranging from very poor, poor, fair, good, very good, excellent, the best).
RESULTS AND CONCLUSIONS: The results show that the patients felt they were helped by the care (87%), 92% would recommend their chiropractor to others, and 99% would return for care. On all 14 items of care the largest group of patients choose the category "the best". Combining the top two categories (excellent and the best) the scores for the 14 items range from 70% to 92% and 12 of the items have ratings over 80%. For overall care, 92% of the patients choose the care as either excellent or the best. Although the ratings on all the items are high the highest ratings were given to the more personal qualities of the practitioner: courtesy, politeness, and respect shown to the patient (92%); interest shown in the patient as a person (91%); willingness to listen (89%); ability to put the patient at ease (89%). These were followed by items that deal with communications: understanding of the patient's problems (87%); explanations of treatment (86%); answers questions of the patient (85%). The lowest ratings were for: amount of privacy (82%); amount of time spent with the patient (80%); advice on preventive care (76%); and the cost of care (70%).
IMPLICATIONS FOR AUDIENCE: These results support those of previous studies on chiropractic that suggest that the high satisfaction with chiropractic care is a result more of the personal health encounter than the therapeutic outcome. They also suggest that other providers could learn much from the interpersonal art of chiropractors.