title: A comparison of quality and satisfaction experiences of patients attending chiropractic and physician offices in Ontario.
abstract: BACKGROUND
  Improving the quality of healthcare is a common goal of consumers, providers, payer groups, and governments. There is evidence that patient satisfaction influences the perceptions of the quality of care received.
  
  
  METHODS
  This exploratory, qualitative study described and analyzed, the similarities and differences in satisfaction and dissatisfaction experiences of patients attending physicians (social justice) and chiropractors (market justice) for healthcare services in Niagara Region, Ontario. Using inductive content analysis the satisfaction and dissatisfaction experiences were themed to develop groups, categories, and sub-categories of quality judgments of care experiences.
  
  
  RESULTS
  Study participants experienced both satisfying and dissatisfying critical incidents in the areas of standards of practice, professional and practice attributes, time management, and treatment outcomes. Cost was not a marked source of satisfaction or dissatisfaction.
  
  
  CONCLUSIONS
  Patients may be more capable of generating quality judgments on the technical aspects of medical and chiropractic care, particularly treatment outcomes and standards of practice, than previously thought.
authors.affiliation: Associate Professor, Division of Chiropractic, School of Health and Medicine, International Medical University, No. 126 Jalan Jalil Perkasa 19, Bukit Jalil, 57000 Kuala Lumpur, Malaysia, edwardcrowther@imu.edu.my , 60129504264.
authors.forename: Edward R
authors.initials: ER
authors.lastname: Crowther
keywords: chiropractic care; quality; satisfaction