Physical Therapy Centers Client Satisfaction Research: Ankara Province Example
DOI:
https://doi.org/10.63556/tisej.2025.1538Keywords:
Patient Satisfaction, Customer Focus, Service QualityAbstract
The importance of patient satisfaction, one of the key quality and performance indicators in healthcare services, has been increasing. Factors such as rising patient expectations, intensified competition, hospitals' efforts to retain more patients to sustain their operations, technological advancements, new treatment methods, and patient-physician interactions have further emphasized the significance of patient satisfaction. The aim of this study is to determine the satisfaction levels of patients receiving consultation services in physiotherapy centers operating in the central district of Ankara, identify potential issues, and propose solutions. The research was conducted in six physiotherapy centers located in the central district of Ankara. A convenience sampling method was employed in the study. The findings indicate that the majority of the participants reside in the central district, have a high level of education, and predominantly belong to the civil servant group. A significant difference was found in patient satisfaction scores and its sub-dimensions based on gender, marital status, and place of residence. When analyzing the perception levels of satisfaction, the highest mean score was observed in the dimension of secretarial services, whereas the lowest mean score was in the transportation dimension. It is recommended that physiotherapy centers provide adequate parking facilities for patients and design guiding signs in a manner that facilitates patient access.
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