Factors influencing Patient Satisfaction on Physical Therapy Service Standards public hospital under the Ministry of Public Health Prachuap Khiri Khan Province

Abstract

Background: One of the hospital service quality development process is that patients have mutually expressed their thoughts. Finally, patients' thoughts are analyzed and designed for hospital service system to ensure that the hospital services respond to patients' needs. Objective: The objectives of this study were 1) to study the behavior of patients who received the services of the physical therapy unit public hospital under the Ministry of Public Health Prachuap Khiri Khan Province, 2) to study patient satisfaction on Physical Therapy Service standards public hospitals under the Ministry of Public Health Prachuap Khiri Khan Province, and 3) to study the factors influencing patient satisfaction on Physical Therapy Service standards public under the Ministry of Public Health Prachuap Khiri Khan Province.

Materials/Methods: This study used a questionnaire approved by the Research Ethics Committee of Hua Hin Hospital. The questionnaire was reviewed by 3 experts with Item Objective Congruence Index (IOC) of 0.987 and got Cronbach's Alpha of 0.914. The 400 patients are used as the study sample. The statistics used included percentage, mean, standard deviation and multiple regression with 0.05 statistical significance level.

Results: The results of the study revealed 1) The patients who received the hospital services at 08.00-09.00 o’clock, in the orthopedic unit, the frequncy more than 5 times per month, at cost less than or equal to 200 baht per time, lived with their family, had work, had caregiver, and received financial support from others and social welfare, received services (without waiting time) 61-90 minutes, and had doctors whom mutually help make a decision consulting with physical therapists, 2) The overall patient satisfaction was highest level and 3) The influenced factors of patient satisfaction on Physical Therapy Service standards public under the Ministry of Public Health Prachuap Khiri Khan Province at 0.05 statistical significance, the most positive factors were reasons for receiving physical therapy services with adequate modern equipment according to the patients' needs, followed by age. The most negative factors were Service frequency 1 time/ 2 months, followed by social security rights, received the hospital services at 09:01-10:00 o’clock, received services (without waiting time) 31-60 minutes, lived with their family, had work, had caregiver, and received financial support from others but did not received state welfare benefits, decided to receive physical therapy services themselves and the hospital is closed to home/work, respectively.

Conclusion: From these results, can be applied by 1) The physical therapy unit public hospital under the Ministry of Public Health Prachuap Khiri Khan Province should maintain a level of services quality and standard on physical therapy process, physical therapy staff, and physical therapy services. On the other hand, the physical therapy unit should develop a level of services quality and standard on physical therapy results, physical therapy equipment and facility, and physical therapy environment and safety, and 2) Design a physical therapy service system by considering the factors that influence satisfaction, especially increase in frequency for beneficiaries more than 1 time/ 2 months and provision of physical therapy services with appropriate modern equipment according to the patients' needs