Factors independently associated with patient satisfaction in a physiotherapy outpatient clinic: a cross-sectional study

Abstract Background Patient satisfaction is a widely used indicator of health-care quality, but the physiotherapy literature has focused mainly on therapist-related attributes, and the independent contribution of the physical environment and access-related factors has been examined far less often. We aimed to describe satisfaction among physiotherapy outpatients at a Turkish university hospital and to identify the factors independently associated with the total satisfaction score. Methods In this cross-sectional study, 198 patients attending the physiotherapy and rehabilitation outpatient clinic in Malatya (November 2023–February 2024, the post-earthquake period after the February 2023 Kahramanmaraş earthquakes) completed the 29-item Outpatient Patient Satisfaction Scale (mean item score, range 1–5). Sociodemographic, admission-related and hospital-environment variables were recorded. Group differences and correlations were examined with non-parametric tests, and factors independently associated with the total score were examined by multivariable linear regression, with cleanliness and ventilation/heating entered as indicator variables; robustness was assessed with influence diagnostics and a sensitivity analysis. Results The median total score was 3.7 (interquartile range 3.1–4.1); the staff attitude subscale scored highest and the waiting time and counselling subscale lowest (Cronbach’s α = 0.962). After adjustment, poorer perceived cleanliness (clean but not adequate: B = − 0.469, p < 0.001; not clean: B = − 0.986, p < 0.001, versus very clean/clean), longer examination waiting time (B = − 0.005, p = 0.012), a ventilation and heating system rated as could-be-better versus adequate (B = − 0.260, p = 0.023) and female sex (B = − 0.209, p = 0.041) were independently associated with a lower total score, with a graded association for cleanliness (adjusted R² = 0.331). Excluding 11 influential observations left the cleanliness, waiting time and ventilation associations materially unchanged, whereas the association with female sex was no longer significant. Conclusions Overall satisfaction was moderate to high. Beyond the interpersonal aspects of care emphasised in the physiotherapy literature, modifiable environmental and access-related factors—cleanliness, which showed a graded association, ventilation/heating and waiting time—were independently associated with the patient experience. These factors are potential targets for further evaluation; the post-earthquake setting should be borne in mind when interpreting the findings.