Patient Feedback Analysis For Evaluating The Quality Of Health Care At Physiotherapy Institute In India: 5 Years Longitudinal Study

Introduction: Patient is the main stakeholder in the quality of treatment provided by any health care center. Their perception of health care or quality of treatment is the most influential factor in optimizing quality care. Hence it is important to quantitatively estimate patient’s perception so that it can be compared over a time period and to understand factors responsible for patient satisfaction and enable to take corrective measures from time to time. Methods: A prospective study was conducted for 5 years (2014-2018) with the help of a locally developed ques-tionnaire. Patients receiving physiotherapy treatment for minimum 15 days were included in the study. Questionnaire consisted of questions related to treatment quality of treatment provided at the physiotherapy center. Results: There was an overall improvement in the number of patients responding to the questionnaire. Number of patients ap-proached for physiotherapy on their own and reported minimal waiting time before treatment. 80-90% of patients reported satisfaction with treating physiotherapists and rated the department grade 3 on a scale of 1-4 (1- Avearge and 4 – Excellent). Conclusion: 5 years feedback analysis reveals a positive trend of improving the quality of treat-ment provided to patients in terms of less waiting time, optimal treatment duration, satisfaction with doctor’s behav-ior and overall rating of grade 3 on a scale of 1-4.