Normative population data for the Orthotics and Prosthetics User's Survey (OPUS) Client Satisfaction with Services (CSS) module in Australia: A pilot study.

Background: Many funding and accreditation bodies require orthotic and prosthetic (O&P) services to measure consumer satisfaction. While the Orthotics and Prosthetics User's Survey Client Satisfaction with Services (OPUS-CSS) module is a valid and reliable instrument to measure consumer satisfaction with O&P services, there are no normative population data to facilitate benchmarking.

Objectives: Describe normative population data for the OPUS-CSS in Australia and identify demographic and service-related factors for the most and least satisfied quartiles.

Study design: Retrospective cohort study.

Methods: Participants were adult O&P consumers, or parents/guardians of pediatric O&P consumers. Consumers were convenience sampled from O&P services enrolled in the Australian Orthotic Prosthetic Association Consumer Experience Program. As part of the Consumer Experience Program, an electronic survey was administered when a new orthosis/prosthesis was provided. The survey included demographics, service-related factors, and the OPUS-CSS module.

Results: Consumers (n = 180) were highly satisfied with the O&P service they received (OPUS-CSS median score 78.7, interquartile range 55.1-100); acknowledging the distribution of scores was positively skewed with a ceiling effect. The factors that varied most between the upper and lower quartiles included age, education, income, work status, number of comorbidities, identifying as Aboriginal or Torres Strait Islander, and speaking a language other than English at home.

Conclusions: On average, consumers were highly satisfied with the O&P services received. Given the ceiling effect, the OPUS-CSS may not adequately distinguish between consumers who were highly satisfied. These pilot data can help inform future research to identify the factors that most influence consumer satisfaction with O&P services.