Service Quality in physiotherapy from the services recipient's perspective

Message:
Abstract:
Background

Service Quality generally refers to the non-health and non-clinical aspects of the health services and mainly focuses on relationship between care provider and health customers, and the environment in which care services are delivered. Because of undeniable role of service quality on the improving health results, this study aims to assess Service Quality in Rehabilitation Faculty physiotherapy clinic of Tabriz University of Medical Sciences.

Methods

This cross-sectional study conducted with 204 participants (patients and coadjutors) using a valid and reliable questionnaire in physiotherapy clinic. Service Quality was assessed by the following formula {SQ=10-(Importance × Performance)} based on two main dimensions of Importance and Performance. Importance scores ranged from 1 to 10 and performance score varied from 0 to 1.

Results

Study finding showed that from the participants’ perspective choice of care provider, safety and prevention and early detection achieved the lowest service quality score and aspects of timeliness, confidentiality and quality of basic amenities had the highest service quality score respectively.

Conclusion

For six aspects of service quality including choice of care provider, autonomy, dignity, safety, prevention and early detection and availability and access quality score was lower than acceptable score (9) and indicating good opportunity to improve quality of delivered care.

Language:
Persian
Published:
Jentashapir Journal of Cellular and Molecular Biology, Volume:4 Issue: 1, 2013
Page:
53
https://magiran.com/p1109150  
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یک‌ساله به مبلغ 1,390,000ريال می‌توانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
توجه!
  • حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران می‌شود.
  • پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانه‌های چاپی و دیجیتال را به کاربر نمی‌دهد.
In order to view content subscription is required

Personal subscription
Subscribe magiran.com for 70 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!