THE EFFECT OF THE PERCEPTION OF PHYSICAL THERAPY AND REHABILITATION SERVICE QUALITY ON CUSTOMER SATISFACTION (The Case of Kırşehir)

Gizem Şebnem Beydoğan, Selma Kalyoncuoğlu

Abstract


Physical therapy and rehabilitation service is a complementary healthcare service. Congenital disabilities or disabilities that are caused by occupational accidents, natural disasters and gun-related injuries as well as chronic illnesses and health problems that come out with age increase the importance of physical therapy and rehabilitation services. The patients who live with chronic illnesses or who survive natural disasters or accidents need to get these services at physical therapy and rehabilitation centers. Patients/customers choose a physical therapy center according to the quality of the services provided. Being aware of this situation, physical therapy and rehabilitation centers need to determine the satisfaction levels of patients to whom they provide therapy services in order to attract more patients. In today’s world, it is patients/customers that determine the quality of the services provided. This is because it is the customer/patient who gets the services and is affected directly from the consequences. In healthcare services, quality is achieved when the health service is provided at the right time, using the right methods and the best techniques available on suitable patients.

The present study aims to find out whether the patients getting a therapy service in the Physical Therapy and Rehabilitation Center of Ahi Evran University Hospital are satisfied with the service they get. In the study, the existing situation was investigated using the survey method. Face-to-face interviews were carried out with the patients and the assessment tools were filled. The study group consisted of patients getting inpatient and outpatient health services at the Physical Therapy and Rehabilitation Center in the province of Kırşehir. A hundred inpatients and 300 outpatients chosen randomly among the patients getting a treatment at the center on a volunteer basis constituted the sample of the study. Based on the perceptions of the patients/customers, the current performance of the Physical Therapy and Rehabilitation Center was determined. In the study, the SERVPERF scale developed by Cronin and Taylor to determine performance-based quality with 22 items; the customer satisfaction scale developed by Cronin, Brandy & Hult (used in 3 items) and survey form with 11 items including demographic characteristics were administered. The sub-dimensions of the SERVPERF scale were “tangibles”; “empathy”; “reliability”; “assurance”; and “responsiveness”.

Within the scope of the study, answers are sought to the questions. It is aimed to determine the perceptions of patients getting physical therapy service about the service quality depending on whether they get inpatient or outpatient treatment, whether they get physical therapy services at different hospitals, their hospital preferences, their economic conditions, and their education levels.

Findings of the study: It was found out that perceived the quality of physical therapy and rehabilitation services does not change according to gender and the type of treatment (inpatient/outpatient treatment) that patients get, but it changes according to their education levels, depending on whether they get services at different hospitals, and depending on whether they have got healthcare services more than once at the same center. In the study, a significant difference was observed among the patients in the sub-dimensions of ‘reliability’, ‘assurance, and ‘responsiveness’ with regards to the services got from the hospital.

The findings obtained in the study were discussed within the frame of the literature and some recommendations were offered to physical therapy and rehabilitation center directors and authorities in order to increase the quality and patient satisfaction up to the desired level.

Keywords: Service, Quality of Service, Healthcare Services, Quality of Physical Therapy and Rehabilitation Services, Patient Satisfaction


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