Clients’ Perspective of Quality of Physiotherapy Healthcare Services Received at Moi Teaching and Referral Hospital, Kenya

Abstract

There are few studies in physiotherapy, and which are predominantly quantitative and questionnaire-based, that evaluate patient satisfaction. Nevertheless, perceived quality of physiotherapy services has been recognized to be dependent on a range of constructs among them; the manner in which information about care is recorded and used for evaluation purposes, and the way diverse needs of different stakeholders are considered. This paper sought to investigate the factors that influence perceived quality of physiotherapy healthcare services received by clients at Moi Teaching and Referral Hospital (MTRH). The researcher adopted   cross- sectional study and utilized mixed methods in data collection.  The study sampled both inpatient and outpatient clients receiving physiotherapy health care services at MTRH. Data from clients was collected using a structured questionnaire, while six key informants were interviewed using a key informant interview guide. Findings revealed that MTRH offers quality physiotherapy healthcare services as there was no significant differences among responses across all parameters under investigation. Approximately, forty two percent agreed that physiotherapy healthcare services were reliable. Nearly half of the respondents agreed that most of the healthcare workers at physiotherapy unit were always reliable. They also agreed that physiotherapy unit at MTRH was accessible. There was positive and significant correlation between physiotherapists’ skills, space and quality of physiotherapy healthcare services received at MTRH. The study recommended that MTRH management should develop a structured way of giving feedback to the clients receiving physiotherapy healthcare services; implement the patient service charter to ensure strict time management, both in the outpatient and inpatient units so that clients can have seamless service provision; and organize continuous professional development program for the physiotherapy staff to enhance their knowledge, skills and competences