Abstract
People with disabilities require consistent and inclusive healthcare services from the related stakeholders to leverage their socio-economic well-being. Seven focus group discussions (participated by community-based rehabilitation centre managers, trainers, and parents) were conducted in Malaysia. Each group had 10-15 participants. The discussions were audio-recorded and analysed carefully to form meaningful themes. The findings suggested six important dimensions of rehabilitation service excellence culture: Trainee orientation, Competitor orientation, Inter-functional coordination, Excellence-driven, Long-term focus, and Employee orientation. These dimensions and their respective items would be used to operationalise the multi-item measures for the quantitative questionnaire survey.
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