Patient Perceptions of the Physical Therapy Experience in a Pro Bono Setting

Abstract

Background: Pro bono physical therapy (PT) services are an essential component in minimizing gaps in healthcare access and providing well-rounded healthcare to populations with lower socioeconomic status. However, it is unknown how patients view their overall PT experience. Thus, the purpose of this study was to explore patients’ perception of care received in an urban pro bono PT clinic and the barriers and facilitators to a positive PT experience.

Methods: This qualitative study was exploratory in nature. Participants included individuals 18 years old or older who were a patient in the GVSU pro bono PT clinic located at Cherry Health; completed a minimum of two PT visits; and were current patients or were seen in the last six months. In-person individual interviews were conducted using a semi-structured guide with open-ended questions. Questions focused on patient experiences in the pro bono clinic, their perception of the PT profession, and how their experience compared to other health care experiences. Data was analyzed using a general inductive approach.

Results: Of the 21 patients who met the inclusion criteria, 10 agreed to participate in the study. Data saturation was met and the following themes emerged from the data: Positive Experience, Aspects of Treatment, Challenges, and Provider Attributes. Subthemes also were identified.

Conclusions: Patients perceived that pro bono PT services resulted in an overall positive experience that was beneficial to their health. Barriers to care including language differences, issues with interpretation services, and appointment availability. Facilitators to care included the specific care and education they received and the way they were treated by their providers. Patients were thankful for the opportunity to receive PT services at no cost and discussed how they would recommend the clinic to family and friends.