Perceived physiotherapist empathy in orthopaedic clients at a vocational rehabilitation centre

Abstract

Purpose: To evaluate the perceived physiotherapist empathy in orthopaedic clients attending a vocational rehabilitation centre in London, United Kingdom (UK). Methods: A retrospective cohort study design with the use of both open-ended and closed-ended questions. The Consultation and Relational Empathy (CARE) measure was utilised as the data collection tool. Results: Eighty one respondents completed and returned the survey. The constructs with the highest percentage of empathy were ‘being positive’ and ‘explaining things clearly’. No client reported any dissatisfaction on the CARE measure. On service ‘likes’ and ‘dislikes’, most clients were satisfied with the overall service. With regards to the attributes of the service that clients disliked, this mainly included no physiotherapy services provided over the weekend and having difficult conversations. Conclusion: The results indicated that overall clients perceived the physiotherapist as empathetic to their needs and report satisfaction with the service. Further investment to support the employment of more occupational health physiotherapists at this NHS Trust is recommended.