The role of well-being experience and relational interactions in shaping patient behavioural intentions in physiotherapy clinics

Purpose This study examines the behavioural intentions of outpatients in physiotherapy clinics, specifically their likelihood of returning and recommending the clinic. Unlike traditional models that focus on external factors such as service provider competency, service quality, facility standards and operational efficiency, this study positions patient well-being experience as an internalised, self-assessed driver of behavioural intentions, shaped through relational interaction and patient empowerment. Design/methodology/approach Data were gathered from 150 physiotherapy outpatients through a structured questionnaire and analysed using structural equation modelling (SEM) with the SmartPLS software. Findings The findings demonstrate how experiential well-being influences patient retention and positive word-of-mouth. They underscore the importance of fostering relational interactions and patient empowerment, positioning well-being experience as a continuous, collaborative process that enhances engagement and recommendation behaviour in outpatient physiotherapy care. Practical implications Findings of this study provide actionable insights for healthcare professionals. Physicians need to interact with patients in a more engaging way as well as empower patients to have their better well-being experiences, which leads to demonstrating positive behaviours in terms of repeat visits and recommendations, one of the desired goals of the healthcare organisations. Originality/value By framing well-being experience as an internalised, self-assessed process, this study offers a novel perspective on patient loyalty and word-of-mouth intentions.