Original Article: JRCRS. 2021; 9(2): 62-65.
5- Quality of Physiotherapy services in Orthopedic wards of private and public sector hospitals
Shabana Ashraf1, Fatima Tariq2, Shoaib Waqas3, Wardah Naeem Malik4, Hafiza Sana Amin5, Fatima Shahid6, Maheen Anwaar7
1 Lecturer at Akhtar saeed medical and dental college, Lahore, Pakistan
2 Lecturer at MARS institute of heath sciences Lahore, Pakistan
3Associate Professor, Lahore College of Physiotherapy, LMDC, Lahore, Pakistan
4 Physiotherapist, Hijab clinic Johar town Lahore, Pakistan
5 Physiotherapist, Mobility Quest Cantt Lahore,, Pakistan
6 Lecturer at MARS institute of Health sciences Lahore , Pakistan
7 Lecturer at MARS institute of Health sciences Lahore, Pakistan
Abstract:
Objective: To determine the GAPS model of service quality is a framework which helps in understanding the customer’s satisfaction.
Methodology: 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. 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.
Keywords: Quality of physiotherapy services, GAPS, SERVQUAL, Private and public sector hospitals.