Table 6.

Level of Satisfaction towards Hospital Management

Level of satisfaction towards Hospital Management Weighted Descriptive

Mean Equivalent Rating
1. Waiting time before treatment 4.6 Very much satisfied
2. Comfort in the waiting area 4.5 Very much satisfied
3. Timely response given by the physical therapist 4.6 Very much satisfied
4. Interaction with the physical therapists 4.8 Very much satisfied
(approachable at all times)
5. Available space of the treatment area 4.5 Very much satisfied
6. Availability of services given in physical therapy 4.7 Very much satisfied
management
7. Eligibility and competitiveness of the physical 4.7 Very much satisfied
therapist during treatment
8. Ease of access going to the PT rehab 4.6 Very much satisfied
9. Appropriate amount of service charge to the 4.8 Very much satisfied
treatment given (Bill)
10. Overall service of the hospital 4.7 Very much satisfied
Total Weighted Mean 4.6 Very much satisfied

Table 6 shows the Level of Satisfaction towards Hospital Management. The overall

weighted mean shows an average of 4.6 which is equivalent to very much satisfied. This

indicates that the patients are contented as to most of the hospital management which shows

that the hospital provides services that is beneficiary to all patients.

The same table reflected that the interaction with the physical therapist and appropriate

amount of service charge to the treatment were rank as the highest with a mean of 4.8. These

findings corroborate the findings of this study. In our study, patients who felt that they had had

enough time or interaction with the physical therapist were found to be more satisfied. This

agrees with the findings of Williams and Calnan that patient satisfaction is positively related to

time spent on health education, information clarification, physical examination and discussion of

treatment effects. (http://www.tandfonline.com/doi/pdf/10.1080/20786204.2010.10874047).

Another study states that a comfortable PT-patient relationship includes mutual respect and

understanding, promotes the development of trust and leads to setting realistic expectations
together. “I like to have open communication with respect and honesty. I like patients to trust me

and feel like they can tell me whatever is going on.” (Physical Therapist 2) “Patients are looking

for trust, they are looking for an educated answer. I think as long as you can provide that to them

and show them that you are open to them and that you are listening to their complaints, I think

that goes a long way to developing that relationship.” (Physical Therapist 6) “I think honesty is

the biggest one in goal setting.

(http://www.feinberg.northwestern.edu/sites/pthms/docs/Salzman_Hilliard_CSMposter.pdf).

Moreover, appropriate amount of service charge was also ranked as the highest because the

charge given defines the treatment that you will receive.

On the other hand, comfort in the waiting area and available space of the treatment

area was ranked as the lowest with the mean of 4.5 but is still considered as very much satisfied

due to inadequate space, entertainment, comfort and ventilation of the waiting area that is not

suitable to some of the patients’ fulfilment. Similar to other studies, our findings also showed

that waiting area is among the factors causing much dissatisfaction and that they can be reduced

by trying to create a neat environment. The literature indicates that the comfort of the waiting

room and cleanliness of the environment are also important to patient satisfaction factors in the

US (https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3051889/). Moreover, other research study

revealed that when waiting time becomes inevitable, waiting rooms need to be supplied with

television sets, newspapers, magazines and adequate sanitary facilities to reduce the monotony

of waiting. (https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4213903/)

Table 7. Level of satisfaction towards Physical therapy facilities and equipment

Level of satisfaction towards Physical therapy facilities Weighted Descriptive

and equipment Mean Equivalent Rating
1. Availability of ramps and stairs for person with 4.6 Very much
disabilities satisfied
2. Availability of facilities in the hospital/clinic (water in 4 Much satisfied
the comfort room, electricity, etc.)
3. Cleanliness and orderliness of the clinic 3.8 Much satisfied
4. Accessibility of a reliable internet connection (Wi-Fi) 2 Less satisfied
5. Proper lighting of treatment area/clinic 4.4 Very much
satisfied
6. Proper ventilation of the treatment area 4.1 Much satisfied
7. Functionality and availability of 4.5 Very much
machines/equipment/modalities satisfied
8. Availability and accessibility of treatment areas/bed 4.3 Very much
satisfied
9. Cleanliness and accessibility of comfort rooms 4.1 Much satisfied
10. Overall satisfaction towards physical thera py facilities 4.3 Very much
and equipment satisfied
Total Weighted Mean 3 Much satisfied

Table 7 shows Level of satisfaction towards physical therapy facilities and equipment

were ranked as the lowest with a mean of 3. This means that the patients were only much

satisfied in response to the equipment and facilities which were used for the treatment and

patient’s comfort.

Availability of ramps and stairs for person with disabilities was ranked as the highest with

the mean of 4.6 which indicates that patients have access to ramps and stairs which is favorable

to their condition. It implies that in every center it is required to have a ramps and stairs for the

patient to have an easy access to the hospital. Accessibility of a reliable internet connection (Wi-

Fi) was ranked as the lowest which is less satisfied with a mean of 2.00 due to the unavailability

of internet connection on some of the hospitals.