Chất lượng dịch vụ Vật lý trị liệu cho người bệnh ngoại trú tại Bệnh viện Chỉnh hình - Phục hồi chức năng thành phố Hồ Chí Minh năm 2019

Abstract

Background: Understanding of the quality of physical therapy services is important propose appropriate measures for the improvement of these services at the Orthopedic and Rehabilitation hospital in Ho Chi Minh City. Research objectives: (1) Describe the services quality of outpatient physical therapy at the Orthopedic and Rehabilitation Hospital in Ho Chi Minh City, 2019; (2) Analysis of some factors affecting the quality of Physiotherapy services therapy at the Orthopedic and Rehabilitation Hospital in Ho Chi Minh City, 2019. Methods: The study used a cross-sectional descriptive design. Quantitative information was collected using the SERVPERF scale on 216 outpatients with rehabilitation treatment whose samples were selected in their entirety during the study period. Collected data were analyzed using SPSS 20.0 software for service quality aspects according to the SERVPERF scale. Results: In all 5 aspects of service quality according to the SERVPERF scale, there were four aspects including reliability (22.11/25 points), responsiveness (17.56/20 points), assurance (17.73/ 20 points), and sympathy (21.85/ 25 points) that were found to be highly appreciated by patients, with only the aspect of tangible means having lower appreciation (16.86/20 points). Conclusion: The current status of the quality of physical therapy services for outpatients is still inadequate, especially in the lack of facilities (equipment, exercise equipment, pictures). However, the service spirit, attitude, and expertise of therapists are highly appreciated by the patients. Recommendations: The Department of Physical Therapy needs to tackle the shortcomings in facilities as well as promote the available professional strengths.