Assessing Patient Needs for the Enhancement of Stroke Rehabilitation Services: A Customer Value Perspective

You blithering idiots, only 10% of stroke patients get full recovery and thus customer value.  100% recovery is the only goal, don't you come back and start using the tyranny of low expectations.

https://link.springer.com/chapter/10.1007/978-3-319-91244-8_12

• Authors
• Authors and affiliations

• Yu-Hsiu HungEmail author
• Yu-Ching Lin
• Wan-Zi Lin
• Pin-Ju Chen

• Yu-Hsiu Hung
  • 1
  Email author
• Yu-Ching Lin
  • 2
• Wan-Zi Lin
  • 1
• Pin-Ju Chen
  • 1

1. 1.Department of Industrial DesignNational Cheng Kung UniversityTainanTaiwan
2. 2.Department of Physical Medicine and RehabilitationNational Cheng Kung UniversityTainanTaiwan

Conference paper

First Online: 01 June 2018

Part of the Lecture Notes in Computer Science book series (LNCS, volume 10902)

Abstract

Continuous participation in stroke rehabilitation programs enables function recovery and quality of life. However, research showed that stroke rehabilitation services do not necessarily meet the needs and the expectations of stroke patients.(100% recovery is the survivor expectation, we don't give a shit what the doctors expectation is, that is irrelevant) To address this issue, in this study, patient needs was assessed from the perspective of customer value. Customer value was defined using the service dimensions in SERVQUAL. Contextual Inquiry (CI) was conducted with three stroke patients and their therapists. Critical incidents (i.e., service gaps) were identified and categorized by the service dimensions. A follow-up survey was conducted with 11 stroke patients and 11 therapists to obtain subjective ratings on the critical incidents to provide quantitative insight that corroborated the findings from the CI in improving current stroke rehabilitation services. Results of the CI revealed that most occurred critical incident was related with reliability when therapists provided instructions on the rehabilitation activities. Results of the survey showed that (1) for stroke patients, all service dimensions were equally important; responsiveness was the least satisfied dimension; (2) Therapists believed that all service dimensions were addressed by their services; assurance was the most important dimension. The perceptual differences of the two groups on customer value led to recommendations on the current rehabilitation services. The outcomes of the study provided insight on critical stroke patient needs and contributed to the design of stroke rehabilitation therapy services.

Keywords

Stroke rehabilitation Customer value Service quality 

This is a preview of subscription content, log in to check access.