We're using cookies to give you the best experience on our site. Cookies are files stored in your browser and are used by most websites to help personalise your web experience.

By continuing to use our website without changing the settings, you're agreeing to our use of cookies.

Find out more
For more information, go to

Improving patient experience in a musculoskeletal physiotherapy service

The aim of this service evaluation was to improve patient experience of physiotherapy in the musculoskeletal outpatient service. The specific objectives were to:

  • design and evaluate an information leaflet for new patients
  • evaluate patients' experiences of physiotherapy using a standardised tool
  • increase adherence to the Chartered Society of Physiotherapy's Core Standards.

This was a service evaluation with repeat measures design, comprising 9 stages and including individual feedback for physiotherapists.

The key improvements directly resulting from this service evaluation are:

  • statistically significant improvements in patients' satisfaction with the service
  • improved adherence to the CSP's Core Standards
  • reduced waiting times (reduced by 12 weeks within the first 3 months of the revised systems)
  • reduced non-attendance of appointments (6% mean decrease in wasted appointments)
  • improved information sent to patients in advance and displayed in the waiting areas
  • enhanced documentation.

Individual feedback for clinicians has proved so popular for their personal development, Agenda for Change and professional re-registration, it has been extended to other service evaluations and audits across the service.

It is essential that clinical services are evaluated through the eyes of the service-users. This work has shown that merely raising physiotherapists' awareness of their professional core standards is insufficient; active implementation strategies, requiring changes at system level, are necessary.

We're now

Versus Arthritis.

You're being taken through to our new website in order to finish your donation.

Thank you for your generosity.

For more information, go to
Arthritis Research UK fund research into the cause, treatment and cure of arthritis. You can support Arthritis Research UK by volunteering, donating or visiting our shops.