Araştırma Makalesi
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Bir Kamu Hastanesinde Fizik Tedavi ve Rehabilitasyon Hizmeti Alan Hastaların Memnuniyet Düzeyi

Yıl 2024, Cilt: 1 Sayı: 2, 67 - 79, 29.03.2024

Öz

Amaç: Ayaktan polikliniğe fizik tedavi ve rehabilitasyon hizmeti almak amacıyla başvuranhastaların memnuniyet düzeyini saptamaktır.
Materyal ve Metod: Araştırma, gözlemsel tanımlayıcı bir çalışmadır. Ayaktan fizik tedavi ve rehabilitasyon hizmeti almak için 01 Eylül-01 Aralık 2022 tarihleri arasında Mardin Eğitim Araştırma Hastanesi’ne polikliniğe başvuran 284 hasta çalışmaya dahil edildi. Hastaların kategorizasyonunda Sosyal Güvenlik Kurumu’nun A, B, C ve D hastalık grupları kullanıldı.Memnuniyet düzeyi, Fizik Tedavi Poliklinikleri İçin Hasta Memnuniyet Ölçeği ve 2 açık uçlu soru ile değerlendirildi.
Bulgular: Katılımcıların yaş ortalaması 38,0±16,7 idi. Hastaların %61,3’ü kadın ve büyük çoğunluğu C (%55,6) ve A (%35,9) hastalık grubundandı. Fizik tedavi poliklinikleri için tüm hastalarda memnuniyet ölçeği ortalama toplam puanı 74,70±14,55 (iyi) saptandı. Ortalama toplam ölçek puanı çocuklarda 71,18±13,86; erişkinlerde 75,05±14,61 ve yaşlılarda 76,73±14,77 bulundu. Ortalama toplam ölçek puanı en yüksek B (81,79±9,15) ve en düşük D (71,9±17,1) hastalık grubunda saptandı. Toplam ve alt boyut ölçek puan ortalamalarının hastalık grupları arasında istatistiksel olarak anlamlı fark bulunmadı (p>0.008).
Sonuç: Ayaktan polikliniğe fizik tedavi ve rehabilitasyon hizmeti almak amacıyla başvuran hastaların memnuniyet düzeyi iyi düzeyde saptandı. Tedavi süreci içerisinde fizik konfor, ulaşım ve temizlik gibi önemli unsurların beklenenden düşük memnuniyete sebep olmasına rağmen hastaların tedaviyi önemsemesi ve aynı yeri tekrar tercih edecek olması yakınlarına da önerecek olması tedavi hizmeti kalitesinde iletişimin önemini göstermektedir.

Teşekkür

Mardin Eğitim Araştırma Hastanesi fizik tedavi ve rehabilitasyon ünitesi personeline teşekkürlerimi sunarım.

Kaynakça

  • 1. Gutiérrez-Sánchez D, Pérez-Cruzado D, Cuesta-Vargas AI. Instruments for Measuring Satisfaction With Physical Therapy Care: A Systematic Review. Phys Ther. 2020 Aug 31;100(9):1690-1700. doi: 10.1093/ptj/pzaa111. PMID: 32542400.
  • 2. Bilir Kaya B, Kurtulmuş D. The Demographic CharacterIstics and The Satisfaction Rates of PatIents HospItalIzed In a PublIc RehabIlItatIon HospItal. Haydarpaşa Numune Eğitim ve Araştırma Hastanesi Tıp Dergisi. 2015; 55 (1)
  • 3. Sofaer S, Firminger K. Patient perceptions of the quality of health services. Annu Rev Public Health. 2005;26:513-59. doi: 10.1146/annurev.publhealth.25.050503.153958. PMID: 15760300.
  • 4. Heidegger T, Saal D, Nuebling M. Patient satisfaction with anaesthesia care: what is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction? Best Pract Res Clin Anaesthesiol. 2006 Jun;20(2):331-46. doi: 10.1016/j.bpa.2005.10.010. PMID: 16850781.
  • 5. Mir M, Oʼ Sullivan C, Blake C, Lennon O. An Exploration of Parental Satisfaction With an Advanced Practice Physical Therapy Clinic in Pediatric Orthopedics. Pediatr Phys Ther. 2019 Apr;31(2):192-199. doi: 10.1097/PEP.0000000000000586. PMID: 30865147.
  • 6. Khan ML, Ghous M, Amjad I, Nouman M, Yaqoob I. Level of satisfaction regarding physical therapy services in district Poonch, Azad Jammu Kashmir. J Pak Med Assoc. 2020 Mar;70(3):452-456. doi: 10.5455/JPMA.10977. PMID: 32207424.
  • 7. Tüzün E.H, Eker L, A patient satisfaction instrument for outpatient physical therapy clinics: reliability and validity. Fizyoterapi Rehabilitasyon. 2009; 20(1):09-16
  • 8. Kılıç Z, Bilgilisoy Filiz M. Benefits, Therapy Compliance, Awareness and Expectation Levels Related to Therapy of Patients Taking Physical Therapy Program. Turk J Osteoporos. 2019;25:78-82
  • 9. Erden A. Farklı Kurumlarda Verilen Fizyoterapi ve Rehabilitasyon Hizmetinin Hasta Memnuniyeti Bakımından Karşılaştırılması. Turk J Physiother Rehabil. 2019; 30(2):136-144.
  • 10. de Fátima Costa Oliveira N, Oliveira Pena Costa L, Nelson R, Maher CG, Beattie PF, de Bie R, Oliveira W, et al. Measurement properties of the Brazilian Portuguese version of the MedRisk instrument for measuring patient satisfaction with physical therapy care. J Orthop Sports Phys Ther. 2014 Nov;44(11):879-89. doi: 10.2519/jospt.2014.5150. PMID: 25361861.
  • 11. Casserley-Feeney SN, Phelan M, Duffy F, Roush S, Cairns MC, Hurley DA. Patient satisfaction with private physiotherapy for musculoskeletal pain. BMC Musculoskelet Disord. 2008 Apr 15;9:50. doi: 10.1186/1471-2474-9-50. PMID: 18412974; PMCID: PMC2359748.
  • 12. Vanti C, Bonetti F, Ceron D, Piccarreta R, Violante FS, Guccione A, et al. Cross-cultural adaptation and validation of the Physical Therapy Outpatient Satisfaction Survey in an Italian musculoskeletal population. BMC Musculoskelet Disord. 2013 Apr 5;14:125. doi: 10.1186/1471-2474-14-125. PMID: 23560848; PMCID: PMC3623747.
  • 13. Bingöl Ü, Altan L, Ertürk MM, Yurtkuran M. Development and evaluation of a new questionnaire for rating patient satisfaction in a balneotherapy and physical therapy outpatient clinic. Türkiye Klinikleri J Med. 2009;29(4):837-44,
  • 14. Kavuncubaşı Ş. Hastane ve sağlık kurumları yönetimi. Siyasal Kitabevi. Ankara 2022, 6. Baskı.
  • 15. Sarı H, Pala K, Aytekin AH, Nilüfer Halk Sağlığı Eğitim ve Araştırma Bölgesi'ndeki İki Sağlık Merkezine Başvuranların Aldıkları Hizmetlerden Memnuniyet Durumlarının Saptanması. Bursa Devlet Hastanesi Bülteni. 2005, 20(2-3)53-5
  • 16. Odole AC, Ayodeji A, Adolo B, Alumona CJ, Adandom H, Mbada CE, et al. Patients' satisfaction with physiotherapy management of chronic mechanical neck pain in physiotherapy departments of public hospitals in Ibadan, Nigeria: A mixed-method study. Physiother Theory Pract. 2022 Mar 23:1-10. doi: 10.1080/09593985.2022.2056099. Epub 2022 Mar 23. PMID: 35321634.
  • 17. Licciardone JC, Ganta S, Goehring L, Wallace K, Pu R. Analysis of the Patient-Physician Relationship, Race, and Pain Control and Physical Function Among Adults With Chronic Low Back Pain. JAMA Netw Open. 2022 Jun 1;5(6):e2216270. doi: 10.1001/jamanetworkopen.2022.16270. PMID: 35679045; PMCID: PMC9185184.
  • 18. 27/07/2022 SUT Değişiklik Tebliği İşlenmiş Güncel 2013 SUT Sosyal Güvenlik Kurumu Sağlık Uygulama Tebliği
  • 19. De Paula DAG, Piatti NCTP, Costa LM, Chiavegato LD. Satisfaction levels with physical therapy in hospitalized patients. Braz J Phys Ther. 2020 Mar-Apr;24(2):118-123. doi: 10.1016/j.bjpt.2019.02.012. Epub 2019 Mar 1. PMID: 30872007; PMCID: PMC7082682.
  • 20. Albornoz-Cabello M, Pérez-Mármol JM, Cardero-Durán MLÁ, Barrios-Quinta CJ, Espejo-Antúnez L. Construction, Factor Structure, and Internal Consistency Reliability of the Hospital Physical Therapy Perceived Satisfaction Questionnaire (H-PTPS). Int J Environ Res Public Health. 2020 Aug 12;17(16):5857. doi: 10.3390/ijerph17165857. PMID: 32806784; PMCID: PMC7459722
  • 21. Guadie YG, Kibret AK, Adem KS, Yalew ES. Patient's satisfaction in physiotherapy outpatient departments of Amhara regional comprehensive specialized hospitals, Ethiopia. BMC Health Serv Res. 2022 Aug 8;22(1):1011. doi: 10.1186/s12913-022-08338-y. PMID: 35941683; PMCID: PMC9361663.
  • 22. Odole AC, Ayodeji A, Adolo B, Alumona CJ, Adandom H, Mbada CE, Awosoga OA. Patients' satisfaction with physiotherapy management of chronic mechanical neck pain in physiotherapy departments of public hospitals in Ibadan, Nigeria: A mixed-method study. Physiother Theory Pract. 2022 Mar 23:1-10. doi: 10.1080/09593985.2022.2056099. Epub 2022 Mar 23. PMID: 35321634
  • 23. Shakya N, Shakya B . Patient Satisfaction with Outpatient Physiotherapy Services in Dhulikhel Hospital, Kathmandu University Hospital, Nepal. Kathmandu Univ Med J (KUMJ). 2019 Jan.-Mar;17(65):317-322. PMID: 31734678.
  • 24. Ampiah PK, Ahenkorah J, Karikari M. Patients' Satisfaction With Inpatient Orthopedic Physiotherapy Services at a Tertiary Hospital in Ghana. J Patient Exp. 2019 Sep;6(3):238-246. doi: 10.1177/2374373518793144. Epub 2018 Aug 7. PMID: 31535013; PMCID: PMC6739682.
  • 25. Odumodu IJ, Olufunlayo TF, Ogunnowo BE, Kalu ME. Satisfaction With Services Among Attendees of Physiotherapy Outpatient Clinics in Tertiary Hospitals in Lagos State. J Patient Exp. 2020 Aug;7(4):468-478. doi: 10.1177/2374373519847370. Epub 2019 May 24. PMID: 33062866; PMCID: PMC7534107.

Satisfaction Level of Patients Receiving Physical and Rehabilitation Service in a Public Hospital

Yıl 2024, Cilt: 1 Sayı: 2, 67 - 79, 29.03.2024

Öz

Objective: To determine the satisfaction level of patients who applied to the outpatient clinic to receive physical therapy and rehabilitation service.
Materials and Method: This is an observational descriptive study. It enrolled 284 patients who applied to a public hospital to receive physical therapy and rehabilitation service on an outpatient basis between 01 September 2022 and 01 December 2022. The patients were categorized on the basis of the disease groups A, B, C, and D as per the Social Security Institution classification. Satisfaction level was rated according to the Patient Satisfaction Scale for Physical Therapy Outpatient Clinics (PSSPTOC).
Results: The mean age of the participants was 38.0±16.7 years. Women constituted 61.3% of the study population, and a large majority of the participants were in the disease group C (55.6%) and A (35.9%). The mean total score of the Patient Satisfaction Scale for Physical Therapy Outpatient Clinics for the entire study population was 74.70±14.55 (good satisfaction level). The highest mean total scale score was recorded in the disease group B (81.79±9.15) and the lowest in the disease group D (71.9±17.1).
Conclusion: The satisfaction level of patients who applied to the outpatient clinic to receive physical therapy and rehabilitation service was good. Although important elements of service such as physical comfort, transportation, and hygiene caused a lower-than-expected satisfaction level, the fact that the patients attached importance to the therapy, that they would prefer the same institution again and recommend it to their relatives indicate the importance of communication for service quality.

Kaynakça

  • 1. Gutiérrez-Sánchez D, Pérez-Cruzado D, Cuesta-Vargas AI. Instruments for Measuring Satisfaction With Physical Therapy Care: A Systematic Review. Phys Ther. 2020 Aug 31;100(9):1690-1700. doi: 10.1093/ptj/pzaa111. PMID: 32542400.
  • 2. Bilir Kaya B, Kurtulmuş D. The Demographic CharacterIstics and The Satisfaction Rates of PatIents HospItalIzed In a PublIc RehabIlItatIon HospItal. Haydarpaşa Numune Eğitim ve Araştırma Hastanesi Tıp Dergisi. 2015; 55 (1)
  • 3. Sofaer S, Firminger K. Patient perceptions of the quality of health services. Annu Rev Public Health. 2005;26:513-59. doi: 10.1146/annurev.publhealth.25.050503.153958. PMID: 15760300.
  • 4. Heidegger T, Saal D, Nuebling M. Patient satisfaction with anaesthesia care: what is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction? Best Pract Res Clin Anaesthesiol. 2006 Jun;20(2):331-46. doi: 10.1016/j.bpa.2005.10.010. PMID: 16850781.
  • 5. Mir M, Oʼ Sullivan C, Blake C, Lennon O. An Exploration of Parental Satisfaction With an Advanced Practice Physical Therapy Clinic in Pediatric Orthopedics. Pediatr Phys Ther. 2019 Apr;31(2):192-199. doi: 10.1097/PEP.0000000000000586. PMID: 30865147.
  • 6. Khan ML, Ghous M, Amjad I, Nouman M, Yaqoob I. Level of satisfaction regarding physical therapy services in district Poonch, Azad Jammu Kashmir. J Pak Med Assoc. 2020 Mar;70(3):452-456. doi: 10.5455/JPMA.10977. PMID: 32207424.
  • 7. Tüzün E.H, Eker L, A patient satisfaction instrument for outpatient physical therapy clinics: reliability and validity. Fizyoterapi Rehabilitasyon. 2009; 20(1):09-16
  • 8. Kılıç Z, Bilgilisoy Filiz M. Benefits, Therapy Compliance, Awareness and Expectation Levels Related to Therapy of Patients Taking Physical Therapy Program. Turk J Osteoporos. 2019;25:78-82
  • 9. Erden A. Farklı Kurumlarda Verilen Fizyoterapi ve Rehabilitasyon Hizmetinin Hasta Memnuniyeti Bakımından Karşılaştırılması. Turk J Physiother Rehabil. 2019; 30(2):136-144.
  • 10. de Fátima Costa Oliveira N, Oliveira Pena Costa L, Nelson R, Maher CG, Beattie PF, de Bie R, Oliveira W, et al. Measurement properties of the Brazilian Portuguese version of the MedRisk instrument for measuring patient satisfaction with physical therapy care. J Orthop Sports Phys Ther. 2014 Nov;44(11):879-89. doi: 10.2519/jospt.2014.5150. PMID: 25361861.
  • 11. Casserley-Feeney SN, Phelan M, Duffy F, Roush S, Cairns MC, Hurley DA. Patient satisfaction with private physiotherapy for musculoskeletal pain. BMC Musculoskelet Disord. 2008 Apr 15;9:50. doi: 10.1186/1471-2474-9-50. PMID: 18412974; PMCID: PMC2359748.
  • 12. Vanti C, Bonetti F, Ceron D, Piccarreta R, Violante FS, Guccione A, et al. Cross-cultural adaptation and validation of the Physical Therapy Outpatient Satisfaction Survey in an Italian musculoskeletal population. BMC Musculoskelet Disord. 2013 Apr 5;14:125. doi: 10.1186/1471-2474-14-125. PMID: 23560848; PMCID: PMC3623747.
  • 13. Bingöl Ü, Altan L, Ertürk MM, Yurtkuran M. Development and evaluation of a new questionnaire for rating patient satisfaction in a balneotherapy and physical therapy outpatient clinic. Türkiye Klinikleri J Med. 2009;29(4):837-44,
  • 14. Kavuncubaşı Ş. Hastane ve sağlık kurumları yönetimi. Siyasal Kitabevi. Ankara 2022, 6. Baskı.
  • 15. Sarı H, Pala K, Aytekin AH, Nilüfer Halk Sağlığı Eğitim ve Araştırma Bölgesi'ndeki İki Sağlık Merkezine Başvuranların Aldıkları Hizmetlerden Memnuniyet Durumlarının Saptanması. Bursa Devlet Hastanesi Bülteni. 2005, 20(2-3)53-5
  • 16. Odole AC, Ayodeji A, Adolo B, Alumona CJ, Adandom H, Mbada CE, et al. Patients' satisfaction with physiotherapy management of chronic mechanical neck pain in physiotherapy departments of public hospitals in Ibadan, Nigeria: A mixed-method study. Physiother Theory Pract. 2022 Mar 23:1-10. doi: 10.1080/09593985.2022.2056099. Epub 2022 Mar 23. PMID: 35321634.
  • 17. Licciardone JC, Ganta S, Goehring L, Wallace K, Pu R. Analysis of the Patient-Physician Relationship, Race, and Pain Control and Physical Function Among Adults With Chronic Low Back Pain. JAMA Netw Open. 2022 Jun 1;5(6):e2216270. doi: 10.1001/jamanetworkopen.2022.16270. PMID: 35679045; PMCID: PMC9185184.
  • 18. 27/07/2022 SUT Değişiklik Tebliği İşlenmiş Güncel 2013 SUT Sosyal Güvenlik Kurumu Sağlık Uygulama Tebliği
  • 19. De Paula DAG, Piatti NCTP, Costa LM, Chiavegato LD. Satisfaction levels with physical therapy in hospitalized patients. Braz J Phys Ther. 2020 Mar-Apr;24(2):118-123. doi: 10.1016/j.bjpt.2019.02.012. Epub 2019 Mar 1. PMID: 30872007; PMCID: PMC7082682.
  • 20. Albornoz-Cabello M, Pérez-Mármol JM, Cardero-Durán MLÁ, Barrios-Quinta CJ, Espejo-Antúnez L. Construction, Factor Structure, and Internal Consistency Reliability of the Hospital Physical Therapy Perceived Satisfaction Questionnaire (H-PTPS). Int J Environ Res Public Health. 2020 Aug 12;17(16):5857. doi: 10.3390/ijerph17165857. PMID: 32806784; PMCID: PMC7459722
  • 21. Guadie YG, Kibret AK, Adem KS, Yalew ES. Patient's satisfaction in physiotherapy outpatient departments of Amhara regional comprehensive specialized hospitals, Ethiopia. BMC Health Serv Res. 2022 Aug 8;22(1):1011. doi: 10.1186/s12913-022-08338-y. PMID: 35941683; PMCID: PMC9361663.
  • 22. Odole AC, Ayodeji A, Adolo B, Alumona CJ, Adandom H, Mbada CE, Awosoga OA. Patients' satisfaction with physiotherapy management of chronic mechanical neck pain in physiotherapy departments of public hospitals in Ibadan, Nigeria: A mixed-method study. Physiother Theory Pract. 2022 Mar 23:1-10. doi: 10.1080/09593985.2022.2056099. Epub 2022 Mar 23. PMID: 35321634
  • 23. Shakya N, Shakya B . Patient Satisfaction with Outpatient Physiotherapy Services in Dhulikhel Hospital, Kathmandu University Hospital, Nepal. Kathmandu Univ Med J (KUMJ). 2019 Jan.-Mar;17(65):317-322. PMID: 31734678.
  • 24. Ampiah PK, Ahenkorah J, Karikari M. Patients' Satisfaction With Inpatient Orthopedic Physiotherapy Services at a Tertiary Hospital in Ghana. J Patient Exp. 2019 Sep;6(3):238-246. doi: 10.1177/2374373518793144. Epub 2018 Aug 7. PMID: 31535013; PMCID: PMC6739682.
  • 25. Odumodu IJ, Olufunlayo TF, Ogunnowo BE, Kalu ME. Satisfaction With Services Among Attendees of Physiotherapy Outpatient Clinics in Tertiary Hospitals in Lagos State. J Patient Exp. 2020 Aug;7(4):468-478. doi: 10.1177/2374373519847370. Epub 2019 May 24. PMID: 33062866; PMCID: PMC7534107.
Toplam 25 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Rehabilitasyon
Bölüm Araştırma Makalesi
Yazarlar

Alev Başaran 0000-0001-5791-0142

Zehra Kılınç 0000-0003-2896-4912

Hıdır Sarı 0000-0002-7466-6628

Yayımlanma Tarihi 29 Mart 2024
Gönderilme Tarihi 30 Aralık 2023
Kabul Tarihi 10 Mart 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 1 Sayı: 2

Kaynak Göster

AMA Başaran A, Kılınç Z, Sarı H. Satisfaction Level of Patients Receiving Physical and Rehabilitation Service in a Public Hospital. Tusad. Mart 2024;1(2):67-79.