Patient satisfaction at the Durban University of Technology chiropractic satellite clinics

Abstract

Background: All services should use quality assurance mechanisms to evaluate performance. To this end, studies have been completed in various settings including teaching clinics. Little attention has been placed on rural communities and community clinics with regards to satisfaction. This is an important aspect to investigate as these locations are valuable teaching sites. The aim of this study was to determine patient satisfaction levels at the Durban University of Technology Chiropractic Satellite Clinics (Marburg Haven Centre for the Aged [MHCA] and Narain Jeawon Vedic Centre [NJWC]).

Methods: This cross sectional study (ethical approval IREC 35/15) surveyed patients with regards to their service delivery satisfaction via a researcher developed questionnaire dealing with knowledge of the clinic, environmental questions, reception and waiting area, finance, the student doctor, the assessment, treatment, overall care and future care. The study aimed to recruit the majority of patients that presented at the two clinics. The population at the was 123 files, of which 19 were active and 104 were dormant. The population at the MHCA was 237, of which 78 were active and 159 were dormant. A minimum response rate of 70% of active patients for each clinic was set for this study. This resulted in a minimum sample of 55 MHCA patients and 14 NJVC patients. The minimum response rate was achieved for this study. Data was analysed using IBM SPSS version 23.

Results: The majority of patients at both clinics were satisfied although reservations were expressed regarding disabled facilities. Satisfaction was not influenced by age (p = 0.034), ethnicity (p = 0.773), gender (p = 0.169), type of visit (p = 0.355), pain rating (p = 0.058) or venue (p = 0.361). Satisfaction was influenced by the year of the student doctor (p = 0.011) and the anatomical site of injury. The overriding factor of income levels for this study neutralised the satisfaction of these patients, as the majority of patients came from poor backgrounds and were more than likely to be satisfied with the care provided.

Conclusion: Patients surveyed at both clinics were satisfied. Repeated evaluations in the future would be good indicators to see if the standard of chiropractic care is upheld, and would also aid in improving facilities at both clinics.