<![CDATA[Discontinuation of outpatient physiotherapy programs may affect continuity of rehabilitation and the achievement of therapeutic goals. This study aimed to explore the experiences of parents or guardians of patients who discontinued physiotherapy programs at the Santia Growth and Development Clinic in Purwakarta, from the perspectives of service quality, trust, and patient satisfaction. A qualitative phenomenological design was employed. Data were collected through semi-structured in-depth interviews with parents or guardians of patients who discontinued physiotherapy programs, supported by information from healthcare personnel. Data were analyzed using Colaizzi’s phenomenological method. The findings revealed that service quality was experienced through physical facilities, service consistency, communication, responsiveness, physiotherapists’ competence, and empathy. Patient trust was shaped by perceived professional competence, openness of information, integrity, and clarity regarding therapeutic goals and progress. Satisfaction with physiotherapy services did not necessarily lead to continued therapy. Discontinuation emerged as a cumulative and contextual process influenced by time constraints, scheduling difficulties, distance, family circumstances, children’s responses during therapy, perceived treatment progress, and unclear therapeutic expectations. Some families gradually discontinued therapy through postponed visits and missed appointments without formal closure communication. This study concludes that the discontinuation of physiotherapy is a complex experience involving interactions among healthcare services, patient-family perceptions, and contextual factors. Strengthening therapeutic communication, progress evaluation, service flexibility, and patient follow-up systems is essential to support continuity of physiotherapy care.]]>
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