OBJECTIVES: This study aims to clarify the factors of patient participation related to retention rate and satisfaction as marketing research of uninsured rehabilitation to define the indicators that need focus and to support the practice of workers.

METHODS: The subjects included 136 users of uninsured rehabilitation (mean age 64.2±15.5 years, 75 males and 61 females). The retrospective cohort study used the original database of a company. This database was used for one year, from October 2020 to September 2021. Customer retention was defined as a customer re-signing 3 months after the first contract. Satisfaction (0-100%) was defined as whole satisfaction level at one, two, and three months after the first contract. The Control Preference Scale (CPS) and Shared Decision-Making for Rehabilitation (SDM for Reha) were used to measure customer participation factors. Statistical analysis was conducted using structural equation modeling with confounding factors, following the concept of expectation disconfirmation theory. The significance level was set at 0.05.

RESULTS: The path coefficients were 0.183 and 0.257 for satisfaction and continuation from the CPS, respectively, and 0.39 and 0.343 for satisfaction and continuation from the SDM for Reha, respectively. The p-values of the χ2 test of the model, CFI, m-GFI, RMSEA, and SRMR were 0.22, 0.945, 0.963, 0.048, and 0.046, respectively. Therefore, the model was judged to be well-fitted.

CONCLUSIONS: It was suggested that patient participation preferences and shared decision-making are important to understand the structure of satisfaction and retention in uninsured rehabilitation.