This research explored the reasons why patients with low back pain (LBP) chose not to return to physiotherapy following an assessment. Methods Qualitative, semi-structured interviews were conducted using five participants with LBP. Data was analysed to produce codes, categories and themes. Findings Data analysis produced expectations, communication and satisfaction as key themes. Findings suggest that expectations may and may not be linked to previous physiotherapy experience, with no clear link between expectations and satisfaction. Communication including: sufficient time, listening skills, empathy and caring qualities were regarded highly. Satisfaction levels were rated highly, despite not returning to physiotherapy. Participants reported pain resolution and personal choice as reasons for not returning. Conclusions Findings support previous research suggesting expectations are multifaceted and individualized and not always linked to previous experience. Findings suggest the physiotherapist's excellent communication skills ensured an overall positive patient experience, maintaining high satisfaction levels.