Abstract
The quality of medical and rehabilitation services is a constant topic of debate. Health service quality is defined as the degree and direction of discrepancy between patients’ perceptions and expectations. The present study is a conclusive direct investigation that aims, among other things, to record the differences between private and public rehabilitation systems, and compare the results obtained from questionnaires applied to patients. The main hypothesis from which we started this research was that there were differences in terms of patient-physiotherapist relationship and quality of services between public and private rehabilitation systems. This research was carried out using the following methods: bibliographic study method, observation method, questionnaire method, mathematical and statistical processing method, and graphical method. The study was conducted over a period of ten months (June 2018 - April 2019) in seven private rehabilitation institutions and two public rehabilitation institutions in Târgu Mureș, Romania, on a total of 260 patients. Data analysis revealed statistically significant quality gaps between rehabilitation services offered by private versus public institutions. Following the investigation, interpretation, and analysis of recorded results, we can say that the hypothesis has been confirmed. Public rehabilitation institutions failed to meet patients’ expectations in all major areas of service quality.
Highlights
Physiotherapy is an essential part of medical services, being used by a significant number of people (McFadden et al, 2016)
If we refer to physiotherapy at home, there are a series of collaborations between the National Health Insurance House and private rehabilitation companies or individually authorised physiotherapists (Casa Națională de Asigurări de Sănătate [National Health Insurance House], 2020)
Interpretation, and analysis of recorded results, we can say that the hypothesis has been confirmed, and data analysis has revealed statistically significant differences between rehabilitation services offered by private versus public institutions
Summary
Physiotherapy is an essential part of medical services, being used by a significant number of people (McFadden et al, 2016). If we refer to physiotherapy at home, there are a series of collaborations between the National Health Insurance House and private rehabilitation companies or individually authorised physiotherapists (Casa Națională de Asigurări de Sănătate [National Health Insurance House], 2020). Whether it is a private or public rehabilitation institution, therapeutic objectives as well as staff training, and commitment to the patient’s needs and health issues are the same (McKinnon et al, 2019). Both private and public rehabilitation institutions should respect the patient’s confidentiality and autonomy, provide prompt services and qualitative facilities in order to meet the expectations of the population and achieve high-quality standards
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