Factors influencing satisfaction with prosthetic and orthotic services - a national cross-sectional study in Sweden

Purpose: To evaluate client satisfaction with prosthetic and orthotic services in Sweden, determine if satisfaction differs between clients using different devices and identify factors which influence client satisfaction. Materials and methods: A cross-sectional design was used to survey 7318 clients. The survey included items related to demographics, quality of life, device comfort, device use, the extent to which clients' needs were met and satisfaction with services. Ethics approval was provided by the Swedish Ethical Review Authority. Results: A total of 2925 surveys were returned reflecting a response rate of 41%. Mean OPUS-CSS point score was 61.9(SD 16.8) with differences observed between device categories (p < 0.001). Factors that were identified as most positively influencing client satisfaction were, being a limb prosthesis user and being under 65 years. When analysing scores for individual OPUS items breast prosthesis users scored higher than users of other devices. Clients were most satisfied with the level of respect they were shown by staff (mean = 2.72/3) and less satisfied with coordination of services with other therapists/doctors(mean = 1.88/3). Conclusions: Prosthetic and orthotic users are reasonably satisfied with the services they receive. Attention should be directed towards understanding why prosthetic users are more satisfied than orthotic users and why clients under 65 years report higher satisfaction scores. IMPLICATIONS FOR REHABILITATION Prosthetic and orthotic clients are generally satisfied with prosthetic and orthotic service delivery.Users of prosthetic limbs are more satisfied than orthosis users.Quality improvement initiatives should prioritise clinicians' clinical communication skills.Issues related to coordination of treatment within multidisciplinary teams need to be addressed.