User Perception of the Quality of Physical Therapy and Rehabilitation Care at a Medical Center in Piura, 2024

Abstract

The evaluation of care quality and user satisfaction is crucial in healthcare services, especially in physical 
therapy and rehabilitation, to ensure effectiveness and continuous improvement. 
Objective: To determine the perception of care quality and the level of satisfaction of users of the physical 
therapy and rehabilitation service at San José Health Center, Piura, during 2024.  
Materials and Methods: A quantitative, descriptive-correlational, cross-sectional, and prospective study was conducted. The sample consisted of 156 users, selected by non-probabilistic convenience sampling. A modified SERVQUAL instrument was used for data collection, and statistical analysis included Spearman's 
correlation and descriptive statistics.  
Results: A significant, positive, and moderate relationship was found between expected and perceived quality (p<0.001, Spearman's Rho = 0.499). The best-perceived dimensions were security (60.3%), reliability 
(55.8%), and responsiveness (52.5%). However, tangible aspects showed the largest dissatisfaction gap 
(44.9% regular, 61.5% dissatisfaction in one item), and empathy also presented a specific point of  dissatisfaction (47.4%). 
Conclusion: The perception of care quality and user satisfaction in the physical therapy and rehabilitation 
service are significantly related. Strengths were highlighted in security, reliability, and responsiveness, but 
opportunities for improvement were identified in tangible aspects and specific points of empathy to meet 
high user expectations.