Quality of Physiotherapy services in Orthopedic wards of private and public sector hospitals

Abstract

Objective: The objective of this study was to determine the GAPS (GAP model of service quality is a framework which helps in understanding the customer’s satisfaction. GAP model; there are 5 types of GAPS.) ¹in quality of physiotherapy services of orthopedic wards of private and public sector hospitals in Lahore, Pakistan.

Method: This observational cross sectional study comprised of 400 patients. the study was accomplished in four hospitals in Lahore, Ghurki Trust and Teaching Hospital Lahore, Sheikh Zayed hospital Lahore, mayo hospital Lahore, Ittefaq hospital Lahore. the study was completed in six months after approval of synopsis. Modified SERVQUAL questionnaire based on service quality gap model was used in this study. the patients were asked to fill the questionnaire about their expectations before physiotherapy session and same questionnaire was given to the patients to fill after their physiotherapy session about their perception regarding quality of physiotherapy services in orthopedic wards of private and public sector hospitals. the data was analyzed using SPSSv20

Results: The results of the study shows that 41.24% of the people are not satisfied 40% of the patients are satisfied and remaining 18.75%people are disinterested with the quality of physiotherapy services in orthopedic wards of private and public sector hospitals in Lahore, Pakistan.

Conclusions: The findings of the study indicate that there is a GAP in patient’s expectations and perception in quality of physiotherapy services in private and public sector hospitals in Lahore, Pakistan .and quality of physiotherapy services in orthopedic wards of private hospitals is better than physiotherapy services provided in orthopedic wards of and public sector hospitals.

Key words: Quality of physiotherapy services, GAPS, SERVQUAL, Private and public sector hospitals.