How the rehabilitation environment influences patient perception of service quality: A qualitative study

Publication year: 2012
Source:Archives of Physical Medicine and Rehabilitation

Francesc Medina-Mirapeix, M. Elena Del Baño-Aledo, Silvana L. Oliveira-Sousa, Pilar Escolar-Reina, Sean M. Collins

Objective To identify elements of the environment that patients consider when evaluating the quality of a care experience in outpatient rehabilitation settings. Design A qualitative study using a modified grounded theory approach. Data collection utilized semi-structured interviewing during nine focus groups. Setting Three post-acute ambulatory centres in metropolitan Barcelona, Madrid and Seville (Spain). Participants 57 adults (33 males, 24 females) undergoing outpatient rehabilitation for musculoskeletal conditions/injuries. Interventions Not applicable. Main outcome measure Not applicable. Results Participants perceived the quality of rehabilitation service on the basis of their experiences with environmental factors, including: three physical factors: facility design, ambient conditions and social factors; and four organizational factors: duration of attendance, interruptions during delivery of care, waiting times in the sequence of treatment and patient safety. Conclusion This study identifies the specific environmental attributes that patients consider important when evaluating the quality of outpatient rehabilitation settings and develops a patient-based framework for assessing overall perception of service quality. Further research should work to develop self-report questionnaires about patient experiences with the environment in rehabilitation services to provide empirical and quantitative evidence.

Source: http://www.sciencedirect.com/science?_ob=GatewayURL&_origin=IRSSSEARCH&_method=citationSearch&_piikey=S0003999312011082&_version=1&md5=9dc3bae8b8e08e544349a41f1d283b33

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