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Table 1 Proposed dimensions for patient experience: dimension, description and items measured
| No | Dimension | Description | Items measured |
|---|---|---|---|
| 1 | Accessibility | The average degree (in%) of accessibility | access by phone; access by transport; free choice therapist; free choice appointment time; waiting time until first appointment; waiting time in practice (less than 15 minutes); appropriate treatment time; appropriate expertise (n = 8) |
| 2 | Accommodation | The average degree (in%) of accommodation requirements | hygiene; comfort (waiting and exercise room); enough chairs waiting room; privacy; accessibility (n = 6) |
| 3 | Information and communication | The average degree (in%) of perceived information and communication | open attitude to questions; clear explanations; tried to understand my problem; informed about course of disease; informed about intervention period; clear intervention; explained daily exercises; advised on daily life; fit between the actual and expected intervention period; results of treatment discussed (n = 10) |
| 4 | Physical therapist’s approach | The average degree (in%) of perceived physical therapist’s approach | empathy; politeness; attentive listening; taken seriously; feeling at ease; taking into account specific needs (n = 6) |
| 5 | Continuity | The average degree (in%) in continuity | treatment by more than one therapist; adequate preparation; consistency of information; progress discussed with general practitioner (n = 4) |
| 6 | Self-management support | The average degree (in%) in perceived self- management support | working together to reach intervention goals; advice to prevent new complaints; monitoring the accuracy of the exercises at home; monitoring the adherence to the advice given (n = 4) |
| 7 | Intervention outcome | The average degree (in%) in which the intervention outcome is reached | increased performance in daily activities; fit between actual and expected intervention outcome (n = 2) |
| 8 | Global perceived effect (GPE) | The average degree (in%) in which the outcome in terms of the GPE is reached | Global Perceived Effect scale (GPE) (n = 1) |
| 9 | Length of intervention period | The average degree (in%) in which the length of the intervention period is as expected | fit between actual and expected intervention period (n = 1) |
| 10 | Patient-centeredness | The average degree (in%) of patient- centeredness | free choice therapist (see 1); appropriate expertise (see 1); privacy (see 2), GPE score (see 8), fit between actual and expected outcome (see 7); discussed different treatment methods |
