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

10Citations
Citations of this article
67Readers
Mendeley users who have this article in their library.

Abstract

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 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. © 2013 by the American Congress of Rehabilitation Medicine.

Cite

CITATION STYLE

APA

Medina-Mirapeix, F., Del Baño-Aledo, M. E., Oliveira-Sousa, S. L., Escolar-Reina, P., & Collins, S. M. (2013). How the rehabilitation environment influences patient perception of service quality: A qualitative study. Archives of Physical Medicine and Rehabilitation, 94(6), 1112–1117. https://doi.org/10.1016/j.apmr.2012.11.007

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free