Documentation of and satisfaction with the service delivery process of electric powered scooters among adult users in different national contexts

Abstract

Purpose: The purpose of this study was to investigate how different service delivery systems for assistive devices were associated with the service delivery process (SDP) and user satisfaction in two national contexts when electric powered scooters were provided.

Method: The study had a follow-up design based on a consecutive inclusion of 50 Danish and 86 Norwegian adults as they were about to be provided a scooter. A study-specific structured questionnaire for documentation of the SDP was administered. The Satisfaction with Assistive Technology Services was used for documenting user satisfaction with the SDP. Besides descriptive statistics, regression analysis was used to identify contributors of variance and predictors of user satisfaction.

Results: The various steps of the SDP were carried out to a various degree. Significantly more total time was spent in the SDP in the Danish sample (p < 0.001). About 80% of the informants were satisfied/very satisfied with different aspects of the SDP. Time spent in the different steps was not associated with user satisfaction with the SDP.

Conclusion: This study supports the assumption that structure of the service impacts on the SDP, but not that the process impacts on outcomes in terms of user satisfaction with the SDP. It may, however, be questioned whether this actually is an outcome.