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

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• 作者：Francesc Medina-Mirapeix ; PT ; PhD^a ; ^{mirapeix@um.es" class="auth_mail" title="E-mail the corresponding author} ; M. Elena Del Bañ ; o-Aledo ; PT ; PhD^b ; Silvana L. Oliveira-Sousa ; PT ; PhD^b ; Pilar Escolar-Reina ; PT ; PhD^a ; Sean M. Collins ; PT ; ScD^c
• 关键词：Outpatients ; Qualitative research ; Quality of health care ; Rehabilitation
• 刊名：Archives of Physical Medicine and Rehabilitation
• 出版年：2013
• 出版时间：June 2013
• 年：2013
• 卷：94
• 期：6
• 页码：1112-1117
• 全文大小：149 K

文摘

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 used semistructured interviewing during 9 focus groups.

Setting

Three postacute ambulatory centers in metropolitan areas.

Participants

Adults (N=57; 33 men, 24 women) undergoing outpatient rehabilitation for musculoskeletal conditions/injuries.

Interventions

Not applicable.

Main Outcome Measures

Not applicable.

Results

Participants perceived the quality of rehabilitation service on the basis of their experiences with environmental factors, including 3 physical factors (facility design, ambient conditions, and social factors) and 4 organizational factors (duration of attendance, interruptions during delivery of care, waiting times in the sequence of treatment, and patient safety).

Conclusions

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 the 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.