Content Analysis

What patients think and perceive about the service is extremely important for the present research since it is what determines how the service is evaluated. However, with just the answers to the questionnaire, many information and thoughts may get lost.

In fact, it was possible to understand there are some variables and more in-depth information about certain dimensions that the SERVPERF questionnaire by itself does not assess, which was possible to gather with the interviews.

Tangibles dimension

“Tangibles” englobes the physical facilities, equipment, and personnel appearance. The patients consider that both the equipment and technologies in use could be better. The other questions of the dimension (Q2, Q3, and Q4) had high rates, where more than 50% of the patients (appendix 4) gave the maximum score, and, particularly regarding the accommodations (Q2), patients said they felt well accommodated and liked the facilities and the environment. Some expressions mentioned by the patients regarding this dimension were “I think that the unit could have better equipment”, “The installations are really warming, I feel very comfortable here” (table 6).

Reliability dimension

“Reliability” is the ability to provide the service that was promised dependably and accurately. More than 50% of the patients (appendix 4) strongly agree with every question, and only question 9 had ratings lower than 6 regarding updated and error-free medical records. This means only few patients believe that the service providers are not always sure about their condition and their historical. For this topic, patients were straight forward with the answers and did not add more information than the one mentioned in the questions made.

Responsiveness dimension

“Responsiveness” is the willingness of the service providers to help the patients and provide them prompt service. This is the dimension where the matter with the lowest median is inserted. It had more than 50% (appendix 4) of the patients rating it with a 5. As said before, customers feel like, at times, they have to wait to be attended, and they mentioned that probably happened due to a lack of workers. It was suggested that more

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workers should be hired in order for the patients to be attended faster and for the workers already existent be able to have more time to dedicate to each patient without always being in a rush. Some expressions said were “The unit should have more employees” and “Sometimes I have to wait longer to be attended” (table 6).

Assurance dimension

“Assurance” regards to the knowledge and courtesy of the service providers and if they inspire trust and confidence. The majority of the patients (appendix 4) said the caregivers were very nice, warming and trustworthy. Many patients said, “I like everyone here, they are all very nice” (table 6).

Empathy dimension

Lastly, “Empathy” is the ability to provide caring and individualised attention. Patients said the service providers are always interested in making them feel good and comfortable, and more than 70% of the patients (appendix 4) gave the maximum score to each question. It was mentioned that “The service providers are always interested in our best and in helping us” (table 6).

Apart from the matters addressed directly by the dimensions of the SERVPERF, some information about other subjects was also gathered, like the activities developed at the unit, physiotherapy, and quality of the food.

About the activities, many patients said it was a good way to go through time and to keep their heads functioning, stimulated and occupied (table 6).

As regards to physiotherapy, patients were pleased with how often they were exercising the muscles needed to recover the desired mobility. Only a few felt like they could have more or longer sessions (table 6).

The quality of the food was also mentioned by some patients. No one said that food was not good, but they talked about how they missed the food made at home by them or by their family (table 6).

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Table 6: Expressions mentioned during the SERVPERF questionnaire and their frequency of occurrence

Expressions Frequency of occurrence

Tangibility

The unit could have better equipment 2

The installations are warming and feel comfortable 11

Responsiveness

The unit should have more employees 7

Sometimes has to wait longer to be attended 10

Assurance

Like everyone at the unit, they are all very nice 10

Empathy

Service providers are always interested in our best and in

helping 4

Other aspects

Feels like the activities are a good entertainment 6

Is very pleased with physiotherapy 9

Would like to have more or longer sessions of physiotherapy 2

Misses the food from home 4

With the results shown in the table, it is possible to conclude that everyone who participated in the interviews is satisfied with the conditions of the installations and that the majority of the patients liked and said good things about the service providers. Additionally, nine patients referred to how happy they were with the physiotherapy they were having and only two would like to have more or longer sessions. Only two individuals mentioned they believed the unit could have better equipment/technologies and ten said they had to wait a while to be attended, and, regarding this issue, seven patients suggested the unit should hire more workers.