Quality of hospital services is the spotlight that the public are concerned with. This research established an objective and quality index of physical therapies to systematically analyse and propose an innovation strategy for hospital services. This research was to launch the critical index and to investigate the relationship and relative weight of its importance. Analytic network process and Decision Making Trial and Evaluation Laboratory were adopted. The result showed experts from different groups universally identified the ‘function-oriented therapeutic goal’ as most important. The result indicates that hospitals enforce ‘regular satisfaction survey of the patients’, continuously monitor ‘index of patient safety’, which is ‘function-oriented therapeutic goal’ to promote quality of physical therapies in children with developmental delays.
The Service Industries Journal 33(15-16), pp.1514-1526