Client satisfaction with tele-community-based rehabilitation services for low resource settings

Introduction. The COVID-19 pandemic forced a sudden shift in the delivery of community-based rehabilitation (CBR) services to online platforms such as tele-CBR. Feedback from community partners is important to determine if these services meet their expectations and to inform if adjustments may be needed for future implementation of CBR services using this mode of service delivery. The purpose of the study is to describe the level of client satisfaction of those who received tele-CBR from a university-led CBR program. Methods. This is a descriptive study using quantitative and qualitative approaches for collecting, analyzing, and integrating information on client satisfaction. Quantitative methods included the review of existing program monitoring forms with numerical ratings. Qualitative methods included key informant interviews of care providers and staff members of a partner organization. The interviews revealed their experiences, challenges, and possible factors affecting the level of satisfaction. Results. All respondents gave high satisfaction ratings with the services received through tele-CBR. Factors such as continuous access to therapy services, learning from an interdisciplinary team, and convenience reflect the usability and acceptability of tele-CBR. Challenges include lack of reliable internet signal, lack of child engagement, high distractibility, and limitation in socialization. Discussion. Study participants were positive about the usefulness of the tele-CBR sessions reinforcing better access to vital therapy interventions during the pandemic. The responses suggest the importance of choice in the mode of service delivery. To improve acceptability, respondents highlighted the need to continue engaging carers in both approaches as complementary services. Service recipients and representatives of the partner organization indicated that tele-CBR services were useful, viable, and acceptable. Tele-CBR has the potential to improve equity and access to therapy services.