Perceived patient satisfaction with the treatment of back problems

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In the last decade reforms to the Dutch healthcare sector enabled a rapid growth of private clinics. Every year, more patients choose to be treated at these private clinics. Private clinics may have certain characteristics that are beneficial to their patients compared to general hospitals, such as innovation, logistics, and patient satisfaction. Limited research exists regarding these characteristics. This research focuses on the comparison of back patient satisfaction in general hospitals and private clinics. The research uses qualitative interviews and survey data of twenty-eight adult patients with a confirmed physical cause for their back problems. The emphasis on the qualitative component of this study allows for in-depth exploration of the differences in perceived patient satisfaction of back patients. The results of this study provide an insight into what back patients consider important aspects, but also how aspects such as information provision and staff communication influence back patient satisfaction. Healthcare providers can use the rich description for improving the quality of their own healthcare program.

Elmar M. Kleinjan, MSc: Studied Business Administration at the University of Twente. Researcher at the Stichting Rugpoli, Delden, The Netherlands.Jeannette G. Manen, PhD: Assistant Professor at the University of Twente, Enschede, The Netherlands.Hanneke A.H.J. Klopper, PhD: Director at the Stichting Rugpoli, Delden, The Netherlands.