Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective

Yu-Hsiu Hung, Yu-Ching Lin, Wan Zi Lin, Pin Ju Chen

研究成果: Conference contribution

摘要

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. 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.

原文English
主出版物標題Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings
編輯Masaaki Kurosu
發行者Springer Verlag
頁面145-157
頁數13
ISBN(列印)9783319912431
DOIs
出版狀態Published - 2018 一月 1
事件20th International Conference on Human-Computer Interaction, HCI 2018 - Las Vegas, United States
持續時間: 2018 七月 152018 七月 20

出版系列

名字Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
10902 LNCS
ISSN(列印)0302-9743
ISSN(電子)1611-3349

Conference

Conference20th International Conference on Human-Computer Interaction, HCI 2018
國家United States
城市Las Vegas
期間18-07-1518-07-20

指紋

Rehabilitation
Stroke
Patient rehabilitation
Customers
Enhancement
Quality of Life
Recovery
Therapy
Recommendations

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • Computer Science(all)

引用此文

Hung, Y-H., Lin, Y-C., Lin, W. Z., & Chen, P. J. (2018). Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective. 於 M. Kurosu (編輯), Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings (頁 145-157). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); 卷 10902 LNCS). Springer Verlag. https://doi.org/10.1007/978-3-319-91244-8_12
Hung, Yu-Hsiu ; Lin, Yu-Ching ; Lin, Wan Zi ; Chen, Pin Ju. / Assessing patient needs for the enhancement of stroke rehabilitation services : A customer value perspective. Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings. 編輯 / Masaaki Kurosu. Springer Verlag, 2018. 頁 145-157 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).
@inproceedings{c2ba9c55dd0446f78ac3fea10e2e5044,
title = "Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective",
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. 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.",
author = "Yu-Hsiu Hung and Yu-Ching Lin and Lin, {Wan Zi} and Chen, {Pin Ju}",
year = "2018",
month = "1",
day = "1",
doi = "10.1007/978-3-319-91244-8_12",
language = "English",
isbn = "9783319912431",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer Verlag",
pages = "145--157",
editor = "Masaaki Kurosu",
booktitle = "Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings",
address = "Germany",

}

Hung, Y-H, Lin, Y-C, Lin, WZ & Chen, PJ 2018, Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective. 於 M Kurosu (編輯), Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 卷 10902 LNCS, Springer Verlag, 頁 145-157, 20th International Conference on Human-Computer Interaction, HCI 2018, Las Vegas, United States, 18-07-15. https://doi.org/10.1007/978-3-319-91244-8_12

Assessing patient needs for the enhancement of stroke rehabilitation services : A customer value perspective. / Hung, Yu-Hsiu; Lin, Yu-Ching; Lin, Wan Zi; Chen, Pin Ju.

Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings. 編輯 / Masaaki Kurosu. Springer Verlag, 2018. p. 145-157 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); 卷 10902 LNCS).

研究成果: Conference contribution

TY - GEN

T1 - Assessing patient needs for the enhancement of stroke rehabilitation services

T2 - A customer value perspective

AU - Hung, Yu-Hsiu

AU - Lin, Yu-Ching

AU - Lin, Wan Zi

AU - Chen, Pin Ju

PY - 2018/1/1

Y1 - 2018/1/1

N2 - 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. 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.

AB - 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. 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.

UR - http://www.scopus.com/inward/record.url?scp=85061530647&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85061530647&partnerID=8YFLogxK

U2 - 10.1007/978-3-319-91244-8_12

DO - 10.1007/978-3-319-91244-8_12

M3 - Conference contribution

AN - SCOPUS:85061530647

SN - 9783319912431

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 145

EP - 157

BT - Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings

A2 - Kurosu, Masaaki

PB - Springer Verlag

ER -

Hung Y-H, Lin Y-C, Lin WZ, Chen PJ. Assessing patient needs for the enhancement of stroke rehabilitation services: A customer value perspective. 於 Kurosu M, 編輯, Human-Computer Interaction. Theories, Methods, and Human Issues - 20th International Conference, HCI International 2018, Proceedings. Springer Verlag. 2018. p. 145-157. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). https://doi.org/10.1007/978-3-319-91244-8_12