Development Of An Assessment Tool For Rehabilitation Service Quality: An Application To The Rehabilitation Sectorin Latvia

The study aims to develop and test theoretically and empirically justified method for evaluation of the patients’ satisfaction with service in rehabilitation institutions. The research uses the mixed methodology and is composed of qualitative and quantitative parts: in-depths interviews with rehabilitations specialists and patients, pilot study, expert evaluation and application of the developed questionnaire through a survey of rehabilitation patients. As concluded, the developed tool is a suitable approach for measuring patients’ satisfaction since it demonstrates acceptable reliability. The general environment where the rehabilitation takes place alongside with staff responsiveness has the highest impact on overall satisfaction.