How the Rehabilitation Environment Influences Patient Perception of Service Quality: A Qualitative Study

Medina-Mirapeix, Françesc; Baño-Aledo, María Elena del; Oliveira-Sousa, Silvana Loana de; Escolar-Reina, Pilar; Collins, Sean M.

doi:10.1016/j.apmr.2012.11.007

Cited by 22 publications

(32 citation statements)

References 25 publications

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“…Supporting patients to self-manage their health needs is a key priority in cancer service plans (Department of Health, Macmillan Cancer Support & NHS Improvement, 2013), therefore it is important to understand how individuals mobilize coping strategies for managing positive psychological health. The impact of the care environment on patients' well-being has been investigated from inpatient and outpatient perspectives in predominantly heterogeneous patient groups with multiple long-term conditions such as heart disease, asthma or musculoskeletal disorders (Aliman & Mohamad, 2013;Andrade, Lime, Pereira, Fornara, & Bonaiuto, 2013;Chang, Chen, & Lan, 2013;Medina-Mirapeix, Del Baño-Aledo, Oliveira-Sousa, Escolar-Reina, & Collins, 2013;Raven, Gillespie, DiBennardo, van Busum, & Elbel, 2012). These studies found that patients' treatment experiences were positively influenced by staff who were responsive, courteous and able to meet the individual's information needs and that nurse-led care was influential to the well-being outcomes of patients at various stages of the treatment pathway (Edvardsson, Watt, & Pearce, 2016;Larsson, Sahlsten, Sjostrom, Lindencrona, & Plos, 2007).…”

Section: Psychological Morbidity and The Cancer Treatment Trajectorymentioning

confidence: 99%

Being in safe hands: Patients’ perceptions of how cancer services may support psychological well‐being

Appleton

Poole

Wall

2018

Journal of Advanced Nursing

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Section: Psychological Morbidity and The Cancer Treatment Trajectorymentioning

confidence: 99%

Being in safe hands: Patients’ perceptions of how cancer services may support psychological well‐being

Appleton

Poole

Wall

2018

Journal of Advanced Nursing

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“…Then, 58 studies were excluded as reported in Supplementary Table S2. Finally, after having achieved the agreement among authors, articles [39,40,41,42,43,44,45,46,47,48,49] describing findings of 9 original studies were included: 2 studies produced 2 unique articles [42,43,45,46] presenting findings on the same samples for different study aims. The inclusion process is shown in figure 1.…”

Section: Study Selectionmentioning

confidence: 99%

“…A total of 362 participants (193 females; 169 males) were included in the studies ranging from 10 [49] to 57 [41,45,46] per study, with a range of age between 18 [40] and 82 [42,43,49] years. Studies were performed in Spain [41,45,46], Australia [47,48,49], and England [42,43,44] by including patients cared for different musculoskeletal complaints [41,42,43,45,46,47,49].…”

Section: Characteristic Of the Studiesmentioning

confidence: 99%

Determinants of patient satisfaction in outpatient musculoskeletal physiotherapy: a systematic, qualitative meta-summary, and meta-synthesis

Rossettini¹,

Latini²,

Palese

et al. 2018

Disability and Rehabilitation

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Additional studies were identified by using a "berry-picking" method. Search limits were: primary studies; English language; and involving human subjects. Qualitative peer reviewed articles describing patient satisfaction in outpatient musculoskeletal physiotherapy were eligible for inclusion. Two reviewers critically appraised eligible studies independently using the Critical Appraisal of Skills Programme tool for qualitative studies. Extracted verbatim data of included studies were synthesized using the meta-summary and meta-synthesis by using a purpose-designed form. Results: 11 studies were included in the review. Factors influencing patient satisfaction were grouped into six broad themes: 1) clinical outcomes; 2) physiotherapist features; 3) patient features; 4) physiotherapist-patient relationship; 5) treatment features, and 6) healthcare setting features. Conclusions: These findings suggest that patient satisfaction in outpatient musculoskeletal physiotherapy is a multidimensional construct influenced by individual patient/provider, clinical and contextual factors. Future reviews should include a synthesis of findings from both qualitative and quantitative studies to establish a fully comprehensive understanding of this complex health phenomenon.

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“…In addition, the competition for quality rehabilitation services has been increasing, as a key element of the healthcare system (9)(10)(11).Overall, the quality of medical services reflects two components: technical and functional. Sincethe evaluation of the technical component (diagnostic and therapeutic processes) is difficult for patients, they are more likely to assess the functional services (services processes) (12).…”

Section: Introductionmentioning

confidence: 99%

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Torabipour

Sayaf

Salehi

et al. 2016

Jundishapur J Helath Sci

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Background: The SERVQUAL (service quality) technique is one of the best techniques to evaluate customers' expectations and perceptions of the quality of the services they have received.Objectives: This study aimed to assess the quality gap in the services provided by rehabilitation centers in Iran using the SERVQUAL technique. Patients and Methods: This was a cross-sectional study conducted in Ahvaz, Iran. The study sample was composed of 255 patients randomly selected from 5 rehabilitation centers. The research data was collected using a valid questionnaire, consisting of 22 items and 5 dimensions of service quality. Results: Most of the patients included in this study were female (72.9%), and the mean age of the patients was 40 ± 13.2 years. The total mean scores of the patients' expectations and perceptions were 3.73 (SD = 0.3) and 3.56 (SD = 0.5), respectively. According to the gap analysis, there was a negative quality gap in each of the five SERVQUAL dimensions, but in the assurance dimension, this gap was very low, and not found to be significant. The quality gap was more negative in the tangiblesfactor (-0.33) and reliability (-0.30) than in the other factors. Conclusions: There was a negative gap between the patients' expectations and what they actually perceived in the studied rehabilitation centers (with the exception of one public clinic); therefore, improvements are needed across all five dimensions.

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How the Rehabilitation Environment Influences Patient Perception of Service Quality: A Qualitative Study

Cited by 22 publications

References 25 publications

Being in safe hands: Patients’ perceptions of how cancer services may support psychological well‐being

Being in safe hands: Patients’ perceptions of how cancer services may support psychological well‐being

Determinants of patient satisfaction in outpatient musculoskeletal physiotherapy: a systematic, qualitative meta-summary, and meta-synthesis

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

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