ASSESSING THE SERVICES QUALITY: EXPECTATIONS AND PERCEPTIONS OF PATIENTS RECEIVING PHYSIOTHERAPY SERVICES AT TEACHING HOSPITALS IN LAHORE, PAKISTAN
Article Sidebar
Main Article Content
Abstract
OBJECTIVES: To assess the quality of physiotherapy services and patients’ satisfaction based on Service Quality (SERVQUAL) at teaching hospitals in Lahore, Pakistan.
METHODS: This observational cross-sectional study was conducted from October 2018 to January 2019, on outpatients in teaching hospitals of Lahore, Pakistan. Patients aging from 19-60 years attending the outpatients of physical therapy departments of University of Lahore Teaching Hospital, WAPDA Hospital, Mayo Hospital and Pakistan Society of Rehabilitation of the Disabled were included in study. Indoor patients, patients refused to participate and those having compromised cognitive abilities were excluded from study. After taking informed consent, patients were asked to fill in the standardized SERVQUAL questionnaire before and after their physiotherapy session. Statistical analysis was carried out by using SPSS version 21.
RESULTS: Out of 71 patients 36 (50.7%) were males and 35 (49.3%) were females. Among 71 patients; 43 (60.6%) patients were satisfied and 28 (39.4%) were dissatisfied, based on their expectations prior to receiving physiotherapy services The satisfaction level of patients based on their experience of current physiotherapy session showed that 65/71 (91.5%) patients were satisfied by the physiotherapy services provided to them whereas 6 (8.4%) were dissatisfied (p<0.001). The results showed that there was an inverse relation between patients’ expectations and perceptions regarding Tangibles (r=-0.248); Reliability (r=-0.448); Responsiveness (r=-0.298); Assurance (r=-0.305) and Empathy (r=-0.356).
CONCLUSION: There was an inverse relationship between perceptions and expectations. Patients were found to be more satisfied after experiencing physiotherapy services rather than before.
Article Details
Work published in KMUJ is licensed under a
Creative Commons Attribution 4.0 License
Authors are permitted and encouraged to post their work online
(e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Bauer JE, Duffy GL, Westcott R. The quality improvement handbook: ASQ Quality Press; 2006.
Nasim K, Janjua SY. Service quality perceptions and patients' satisfaction: a comparative case study of a public and a private sector hospital in Pakistan. Int J Qual Res 2014;8(3):447-60.
Vadhana M. Assessment of patient satisfaction in an outpatient department of an autonomous hospital in Phnom Penh. Pacific University, Cambodia. 2012.
Lakatos P, Toth E, Cina Z, Lang Z, Psachoulia E, Intorcia M. Persistence & compliance to treatment for osteoporosis in postmenopausal women in Hungary: a retrospective cohort study. Val Health 2013;16(7):A567-A8. DOI: 10.1016/j.jval.2013.08.1516.
Isik O, Tengilimoglu D, Akbolat M. Measuring health care quality with the SERVQUAL method: a comparison in public and private hospitals. Health Med 2011;5(6):1921-30.
Havasbeigi F, Yasbalaghisharahi B, Mohamadi E, Mohamadi A. Measuring the quality of services provided for outpatients in public hospitals in Ilam and Kermanshah cities based on the SERVQUAL instrument. J Ilam Univ Med Sci 2013;21(1):207-1.
Juma D, Manongi R. Users’ perceptions of outpatient quality of care in Kilosa District Hospital in central Tanzania. Tanzan J Health Res 2009 Oct;11(4):196-204. DOI: 10.4314/thrb.v11i4.50176.
Col AC. Evaluation of service quality of hospital outpatient department services. Med J Armed Forces India 2011 Jul;67(3):221-4. DOI: 10.1016/S0377-1237(11)60045-2.
Beach MC, Sugarman J, Johnson RL, Arbelaez JJ, Duggan PS, Cooper LA. Do patients treated with dignity report higher satisfaction, adherence, and receipt of preventive care? Ann Fam Med Jul-Aug 2005;3(4):331-8. DOI: 10.1370/afm.328.
Roslan M, Tahir A, Nasir A. Patient satisfaction in Public Hospitals. Ministry of Health Malaysia Medical Development Division Report: Kuala Lumpur. 2005.
Hayati IN, Azimatun N, Rozita H, Ezat W, Rizal A. In-patient’s satisfaction in the medical and surgical wards-A comparison between accreditted and non accreditated hospital in the state of Selangor. J Kesihatan Masyarakat 2010;16(1):60-8.
Nasaruddin Mahdzir M, Aniza I, Faridah A, Sulha A. Assessing the service quality of physiotherapy services: A cross sectional study at teaching hospitals in Klang Valley, Malaysia. Malays J Public Health Med 2013;13(2):27-37.
Marzban S, Najafi M, Etedal M, Moradi S, Rajaee R. The evaluation of outpatient quality services in physiotherapy in the teaching health centers of Shahid Beheshti University based on SERVQUAL tools. Eu J Biol Med Sci Res 2015;3(3):46-53.
Lwanga SK, Lemeshow S, Organization WH. Sample size determination in health studies: a practical manual: World Health Organization; 1991.
Zeithaml VA, Berry LL, Parasuraman A. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 1988;64(1):12-40.
Yeşilada F, Direktouml E. Health care service quality: A comparison of public and private hospitals. Afr J Bus Manag 2010;4(6):962-71.
Xiao J, Zhou X, Zhu W, Zhang B, Li J, Xu X. The prevalence of tooth discolouration and the self‐satisfaction with tooth colour in a Chinese urban population. J Oral Rehabil 2007 May;34(5):351-60. DOI: 10.1111/j.1365-2842.2007.01729.x.
Aniza I, Suhaila A. Clients satisfactions in ISO certified health clinic in Klinik Kesihatan Bandar Baru Bangi, Selangor and its associated factors. J Kesihatan Masyarakat 2011;17(1):18-25.
Agyeman FKA. The perceptions and experiences of men’s involvement in antenatal and postnatal care: a study of Greenhill community at Oyarifa in Ghana: University of Ghana; 2016.
Aniza I, Rizal M, Mardhiyyah M, Helmi I, Syamimi B, Tahar M. Caregivers’ satisfaction of healthcare delivery at pediatric clinics of University Kebangsaan Malaysia Medical Centre in 2009. Med J Malaysia 2011;66(2):84-8.
Arries EJ, Newman O. Outpatients' experiences of quality service delivery at a teaching hospital in Gauteng. Health SA Gesondheid (Online). 2008;13(1):41-54.
Wisniewski M, Wisniewski H. Measuring service quality in a hospital colposcopy clinic. Int J Health Care Qual Assur Inc Leadersh Health Serv 2005;18(2-3):217-28. DOI: 10.1108/09526860510594776.