A sample of our. live instructionals. 8 Ways to Explode Patient Satisfaction with Aquatic Therapy. Instructor: Andrea Salzman,, MS, PT

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1 8 Ways to Explode Patient Satisfaction with Aquatic Therapy Instructor: Andrea Salzman, MS, PT University of Alabama at Birmingham grad Awarded APTA s highest honor for aquatic PTs in 2010 Aquatic Therapy University, Director of Programming Founder and Owner, Aquatic Resources Network Has served as: Editor-in-Chief, Journal Therapy Pool Manager Adjunct Faculty, PT School Functional Design Consultant Instructor, over 200 conferences Aquatic Health Research Database (AHRD) Creator Author, 5 aquatic therapy-related texts Columnist, 6 magazines, over 300 articles Instructor: Andrea Salzman,, MS, PT Contact.. asalzman@aquaticnet.com A sample of our live instructionals Aquatic Therapy Options for CP, DD & the Medically Fragile (Mpls, MN Nov 2013) Novel Aquatic Balance, Proprioception & Fall Prevention Strategies (Bham, AL April 2014) Evidence Based Aquatic Therapy for the Musculoskeletal Client (Mpls, MN April 2014) Evidence-Based Aquatic Therapy for the Pediatric Client (Houston, TX Aug 2014)

2 Objectives 1. Compare and contrast the difference between patient satisfaction and functional improvement including how the failure to do so is often the reason aquatic practices fail to establish a strong repeat customer base. 2. Describe 8 immediately feasible methods to improve "patient satisfaction" during a 30 minute aquatic therapy session. 3. Change simple aquatic exercises into skilled "aquatic therapy" by integrating the power of touch. 4. Cite the expert opinion and scientific literature which supports this shift in paradigm and helps therapists create positive word-of-mouth. Contact.. asalzman@aquaticnet.com Compare and contrast the difference between patient satisfaction and functional #1. improvement. Patient Satisfaction Vs Treatment Effect What is the difference?

3 George SZ, Robinson ME Preference, Expectation, and Satisfaction in a Clinical Trial of Behavioral Interventions for Acute and Sub-Acute Low Back Pain * The Journal of Pain 2010; Volume 11(11), What is the difference? FINDINGS: A patient being "satisfied" with care may have little to do with whether the patient is actually better. Why does it matter? A current emphasis on: cost-cutting high patient volume and the use of 'care extenders' This reduces the time for patient-therapist interactions.

4 Precarious Balance Between Patient Satisfaction & Improvement Describe 8 immediately feasible methods to improve "patient satisfaction" during a 30 minute #2. aquatic therapy session. Maximizing satisfaction is a sound philosophy from both a clinical and a business perspective. Satisfied patients are more likely to: adhere to treatment continue to seek healthcare at a given facility

5 Patient Satisfaction = Research findings indicate that: adequate time spent in patient care and professionalism of the therapist and clinic staff are more important than. LATERAL ISSUES LATERAL ISSUES

6 LATERAL ISSUES Page 3 Interaction Quality is Key Research shows that patient satisfaction with care is most strongly correlated with Quality Hush JM, Cameron K, Mackey M. Patient satisfaction with musculoskeletal physical therapy care: a systematic review. * Phys Ther.; 2011 Jan;91(1):25-36.

7 * * All studies identified therapist attributes as critical. (more than treatment attributes) (an unexpected finding) * Treatment outcome was infrequently and inconsistently associated with patient satisfaction

8 8 Things That Matter to Your Patient What do you think they are? #1. Therapist Attribute More satisfied when perceived therapist to be professional and competent. #2. Therapist Attribute More satisfied when perceived therapist to be friendly and caring.

9 #3. Therapist Attribute More satisfied when therapist able to communicate effectively. #4. Treatment Attribute More satisfied with exercise than manual therapy, massage, or electrotherapies. #5. Treatment Attribute More satisfied when the treatment duration was adequate (read: longer).

10 #6. Treatment Attribute More satisfied when treated by the same practitioner. #7. Treatment Attribute More satisfied working with PTs compared with general medical practitioners. #8. Treatment Attribute More satisfied with treatment provided in private clinics than hospitals.

11 Patient Satisfaction = Spending adequate time with the patient Demonstrating strong listening and communication skills Offering a clear explanation of treatment Patient Satisfaction = Being comfortable; Being treated as a mature individual; Getting information about what will happen; Learning how to participate in care; Feeling safe; Patient Satisfaction = Needing reassurance; Feeling more in control; Decreasing stress; and Having staff available to listen.

12 Change simple aquatic exercises into skilled "aquatic therapy" by integrating the #3. power of touch. Is your pool touch-oriented, right now? How? One day at my therapy pool

13 What does touch bring to the table? The Paradox A sign of the times = Our opportunity to be touched is markedly reduced. Therapists are in an enviable position.

14 The Institute Tiffany Field * Touch for socioemotional and physical well-being: A review. Developmental Review; 30(4): December 2010; * Touch Activates Orbitofrontal Cortex and Caudate Cortex

15 * Touch Increases Serotonin * Touch Decreases HR, BP, Cortisol Touch Enhances Immune Function Including Natural Killer Cells * Pg 3-6

16 Self-Reflection Within 2 weeks, I will increase my patient satisfaction by... Transforming Exercise into Skilled Therapy: Your goal is to open thoracic outlet/ increase trunk extension

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19 Self-Reflection When I return home, I will change the way I incorporate touch into aquatic stretching by Transforming Exercise into Skilled Therapy: Your goal is to improve righting responses and balance recovery

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21 #4. Cite the expert opinion and scientific literature which supports this shift in paradigm and helps therapists create positive word-of-mouth. Online access: Links to download research discussed during webinar Links to articles on improving patient satisfaction in aquatics Link to order training manuals Download at.. What next? Next up: Webinar: Don't Get Sunk, Just Use the Trunk: Innovative Aquatic Pediatric Strategies Dates: November 14, 2013 Time: 12 noon Eastern/ 9AM Pacific Location: Webinar (your computer) Credits: 1 contact hour Instructor: Carrie Ciaverelli, PT, MPT, CYT Register at..

22 8 Ways to Explode Patient Satisfaction with Aquatic Therapy Thanks for attending, Andrea QUICK LINKS: Phone: (800) Downloads at: ****Post-test: to get your post-test invite ****