Evaluation of User's Satisfaction with Prosthesis and Prosthetic Services in Tehran

Aims: By assessing the users’ satisfaction with prosthesis and prosthetic services, it is possible to modify the service providing structure and increase satisfaction with the delivery of services. The aim of this study was to evaluate the users’ satisfaction with prosthesis and prosthetic services in Tehran.
Instrument and materials: In this descriptive study with scrolling method, 388 users referred to Method Co. in Tehran, including those who received prosthesis and used the prosthetic services, were selected by census sampling method from the beginning of December 2014 to the end of January 2015. To assess the users’ satisfaction with prosthesis and its services, the standard Orthotics Prosthetics Users Survey (OPUS) and telephone interview technique were used. The data were analyzed by SPSS 23 software, using Pearson correlation, ANOVA, t-test, independent sample t-test, and Scheffe's post hoc test.
Findings: The satisfaction level with device was 45.5% and the satisfaction level with service was 66.2%. The satisfaction with device was assessed at a low level and the satisfaction with services was assessed at a high level. The highest level of satisfaction with device and services was in the illiterate group. Satisfaction with services among 5 groups showed a significant difference (p=0.001).
Users’ satisfaction with prosthetic services is more than their satisfaction with prosthesis. Users are not highly satisfied with the device (prosthesis), while their satisfaction level is relatively high with services that relates to human performance engaged in communication and customer-oriented principles. The higher the education levels of the users, the lower the levels of satisfaction with the device.