Client Values and Satisfaction with Occupational Therapy

Understanding clients' perspectives about occupational therapy services they experience is essential for enhancing the client-centered practice of occupational therapy and for designing evaluations that are relevant to both clients and service providers. This study aimed to identify clients' views about their occupational therapy services, and to explore congruence of these views with principles of enabling occupation in client-centered practice. Dimensions of client satisfaction and dissatisfaction relevant to future research were also examined. A cross-sectional survey research design, utilizing closed and open-ended questions within a structured telephone interview protocol, was used to collect data relevant to study goals. A purposive sample of 107 adults who had accessed occupational therapy services from one health region in Alberta, Canada were interviewed. Ratings of the accessibility, quality, and outcomes attributed to OT services were generally positive. Content analyses of responses to open-ended questions underlined the importance placed on quality of client-therapist interactions, communication, client education, and competency of therapists. Dislikes concerned limited accessibility of regional occupational therapy services. It is concluded that outcome evaluations should include indicators of client views in these domains. Support for the principles of client-centered practice was also found.