Patient satisfaction with physical therapy care, in a tertiary healthcare facility: an evaluation of quality of physical therapy services provided in Federal Medical Centre, Yenagoa, Bayelsa State.

Ojeniweh O1*, Popoola O1, Adesina AD2, Mariere U2, Rotifa S2
1Department of Physiotherapy, Federal Medical Centre, Yenagoa, Bayelsa State, Nigeria.
2Department of Community Health and Public Health, Federal Medical Centre, Yenagoa, Bayelsa State, Nigeria.
*Correspondence: Ojeniweh Ogechukwu; +234 703 979 7610;

Download full article in pdf format


Background: Patient satisfaction is an important indicator in assessing quality of health care. Physiotherapy services is a core service required to promote quality coverage of healthcare universally.
Objective: This study aimed to evaluate patient satisfaction with physiotherapy services in a tertiary facility.
Materials and Method: A descriptive survey of 141 patients aged between 18 and 64years who received at least 3 sessions of physiotherapy from June 2018 to December 2019. Data was collected using the Patient satisfaction questionnaire III (PSQ-III).
Results: The respondents were 56% males with 44% females. Respondents in the age range of 36-45years and employed in the formal public sector were 47.5%. Respondents who had post-secondary education were 77.4%. Satisfaction with physical therapy services was graded good (29.1%), very good (64.5%) and excellent (1.4%). Communication (95.7%), technical quality (92.9%) and interpersonal aspects (90.1%) rated highest in satisfaction, time aspect had the highest grade of fairly satisfied patients. Poor satisfaction responses were recorded against convenience, time spent and cost as most patients paid out of pocket. Factors such as employment of physiotherapists, access to physiotherapy care and increase in number of visits covered under various prepayment schemes would enhance quality of care delivered in the state.
Conclusion: Patient satisfaction is an important factor in improving the healthcare of patients. Patients were reasonably satisfied with the services received. Factors identified to impact negatively, can be managed to improve the patient experience.

Keywords: Physiotherapy, Patient satisfaction, Healthcare.

Cite this article: Ojeniweh O, Popoola O, Adesina AD, Mariere U, Rotifa S. Patient satisfaction with physical therapy care, in a tertiary healthcare facility: an evaluation of quality of physical therapy services provided in Federal Medical Centre, Yenagoa, Bayelsa State. Yen Med J. 2021;3(2):116–123.


  1. Keith R: Patient satisfaction and rehabilitation studies. Phys. Med. Rehabil. 1998;79(9):1122-1128.
  2. Brown JB, Stewart MA, McCracken E, et al. The patient-centered clinical method, definition and application. Fam Pract.1986;3:75–79.
  3. Guldvog B. Can patient satisfaction improve health among patients with angina pectoris? Int J Qual Health Care. 1999;11:233–240.
  4. Department of Health. Working for Patients. London, United Kingdom: Her Majesty’s Stationery Office; 1989.
  5. Wagner D, Bear M. Patient satisfaction with nursing care: a concept analysis within a nursing framework. J Adv Nurs.2009;65: 692–701.
  6. Yoshioka H. Rehabilitation for the terminal cancer patient. Am J Phys Med Rehab. 1994;73(3):199-206.
  7. Oermann C, Swank P, Sockrider M. Validation of an instrument measuring satisfaction with chest physiotherapy techniques in cystic fibrosis. Chest. 2000;118(1):92-97.
  8. Beattie PF. The Medrisk instrument for measuring patient satisfaction with physical therapy care: A psychometric analysis. JOSPT. 2005;35(1):24-32.
  9. Goldstein MS, Elliot SD, Guccione AA. The development of an instrument to measure satisfaction in physical therapy. Phys Ther. 2000;80(9):853-863.
  10. Juwaheer, TD. & Kassean, H: Exploring quality perceptions of health care operations: A study of public Hospitals of Mauritius. J Hosp Mark Publ Relat, 2006;16(1-2):89-111.
  11. Abdosh, B: The quality of hospital care services in eastern Ethiopia: Patient’s perspective. Ethiop J Health Dev. 2006;20(3):199-200.
  12. Beattie P, Pinto M, Nelson M, Nelson R. Patients’ satisfaction with physical therapy: Instrument validation. Phys Ther. 2005;82(6):557-565.
  13. Ramsaran-Fowder, R.R., The relative importance of service dimensions in a healthcare setting. Int J. Health Care Qual. Assur. 2008;21(1):104-124.
  14. Scotti, DJ., Harmon, J. & Behson, S.J. Links among high performance work environment service quality and customer satisfaction: an extension to the healthcare sector. Healthc. Manag. 2007;52(2):109-124.
  15. World Health Organization. The World Health Report 2000. Health Systems: Improving Performance. Geneva: World Health Organization;
  16. Rao KD, Peters DH, Bandeen-Roche K. Towards patient-centered health services in India: a scale to measure patient perceptions of quality. Int J Qual Health Care. 2006;18:414–421.
  17. Singh S, Kaur P, Rochwani R. Patient satisfaction levels in a tertiary care medical college hospital in Punjab, North India. Int J Res Dev Health. 2013;1(4):172–82.
  18. Olubukola AO, Talhatu KH, Akinrinsade MA. Satisfaction of Nigerian stroke survivors with outpatient physiotherapy care. Physiother Theory and Pract. 2017;33(1):41-51, doi: 10.1080/09593985.2016.1247931.
  19. Olaleye OA, Hamzat TK, Owolabi MO. Stroke rehabilitation: Should physiotherapy intervention be provided at a primary health care center or the patients’ place of domicile? Disabil Rehabil. 2014;36:49–54.
  20. Marshall GN, Hays RD, Sherbourne CD, Wells KB. The structure of patient satisfaction with outpatient medical care. Psychol. 1993;5(4):477.
  21. Odole AC, Maruf FA. Agreement between patients’ and clinical physiotherapists’ expectations of care in public hospitals in Ibadan, Nigeria. Int J Caring Sci. 2014;7(1):211.
  22. Medeiros FC, Costa LO, Oliveira ND, Costa LD. Satisfaction of patients receiving physiotherapy care for musculoskeletal conditions: a cross-sectional study. Fisioter Pesqui. 2016;23(1):105-110.
  23. Kutty RK, Gebremichael H, Tadesse K, Negash K, Teame B, Abraha M. Evaluation of Patient’s Satisfaction level and Associated factors of Physiotherapy Services in Mekelle Ortho-Physiotherapy Centre, North Ethiopia: A Cross Sectional Study. J. Pharma Bio Sci Fundamentals. 2014;8(1):1-10.
  24. Baker SM, Marshak HH, Rice GT, Zimmerman GJ. Patient participation in physical therapy goal setting. Phys Ther. 2001;81(5):1125-1126.
  25. Adesina AD, Ogaji DS. Out-of-Pocket Payment for Healthcare and Implications for Households: Situational Analysis in Yenagoa, Bayelsa State. J Prim Care Community. 2020;32(1):1-6
Scroll to Top
× Chat