ABSTRACT:
Primary health care through Primary health care system has been recognized as the effective strategy for improved health services across the world. In the present scenario where there is a steep rise in the health expenses, it is difficult for the poor to meet this rising health expenses. Most of them fall in debt trap and become bankrupt. It is the PHCs which is accessible to poor and can meet the health needs of the rural and marginalized section of the community. But the PHCs also have many deficits in facilities and services. This has to be evaluated so as to make necessary actions for improving the PHCs in the State. The study is a micro level analysis in understanding the quality of health care provided by PHCs through assessing the satisfaction of patients for the facilities and services they receive from PHCs. The study evaluates the satisfaction of patients towards the determinants of PHCs and analyzes the relationship between determinants of Patient satisfaction and Quality of health care. The result of the study shows that the determinants of patient satisfaction have a significant positive influence on the Quality of health care of PHC. The scope of the study is limited to Pathanamthitta district of Kerala. The insights from this article calls for more collaborative works in various facets of PHCs.
Cite this article:
Suby Elizabeth Oommen. Quality of Health Care in PHC: Understanding from Patient Perspective. Research Journal of Humanities and Social Sciences. 2023;14(3):137-143. doi: 10.52711/2321-5828.2023.00028
Cite(Electronic):
Suby Elizabeth Oommen. Quality of Health Care in PHC: Understanding from Patient Perspective. Research Journal of Humanities and Social Sciences. 2023;14(3):137-143. doi: 10.52711/2321-5828.2023.00028 Available on: https://rjhssonline.com/AbstractView.aspx?PID=2023-14-3-5
REFERENCES:
1. Andaleeb, S. Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine. 2001; 52: s1359- 1370.
2. Aragon, S. J., and amp; Gesell, B. S. A Patient Satisfaction Theory and its Robustness across gender in emergency departments: A Multigroup Structural Equation Modeling Investigation. American Journal of Medical Quality. 2003; 18(6): 229-241.
3. Aravindan, K.P. Kerala Arogya Mathruka Puthiya Noottandilekku: Kerala Sastra Sahitya Parishat. 2001
4. Bowers, M.R., Swan, J.E., Koehler, W.F. What attributes determine quality and satisfaction with health care delivery? Health Care Manage. Rev. 1994; 19(4): 49-55.
5. Choi. K.S., Cho. W.H., Lee S.H., Lee. H., and Kim. C. The Relationship among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study. Journal of Business Research. 2004; 57: 913-921.
6. Donabedian, A. Evaluating the quality of medical care. The Millbank Quarterly. 2005; 83(4): 691-729
7. Farmer, A. Preventive care: cardiovascular disease. In: Lawrence and T. Schofield (eds), Medical Audit in primary Health Care, Oxford: Oxford University Press. 1993; l10-21.
8. Government of India (2015). NSSO. Ministry of Statistics and Programme Implementation
9. KunhikannanT.P, Aravindan K.P (2000). Changes in Health Status of Kerala 1987-1997, Discussion paper No.20, Thiruvananthapuram: CDS
10. Lin, B., Kelly, E. Methodological issues in patient satisfaction surveys. International Journal of Health Care Quality Assurance. 1995; 8(6).
11. Lim, P., Tang, N. A study of patient’s expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance. 2000; 13 (7): 290-299.
12. Maeseneer, J.D., Willams, S., Sutter, A. D., Geuchte., and amp; Billings, M. Primary health care as a strategy for achieving equitable care. A literature review commissioned by the Health Systems Knowledge Network, WHO. 2007.
13. Maxwell, R. J. Dimensions of quality revisited: From thought to action. Quality in health care. 1992: 1(3).
14. Nyeck, S., Morales, M., Ladhari, R., and Pons, F. 10 Years of Service Quality Measurement: Reviewing the use of the SERVQUAL Instrument, and quot; Cuadernos de Difusion. 2002; 7(13).
15. Parasuraman, A., Valarie, A. Zeithaml., and Leonard, L. Berry. (1988). "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64(Spring), 1, 12-40
16. Peprah, R.A. Measuring Customer Satisfaction: Fact and Artefact. Journal of the Academy of Marketing Science. 2014; 20: 61-71.
17. Ramsuran, Fowdar, R. R. Identifying health care quality attributes. J. Health and Human Services Administration. Winter /Spring. 2005; 27: 428-444.
18. Rao, K.D., Peters, D. H., and Roche, K.B. Towards Patient-centered health services in India a Scale to measure patient perceptions of quality. International Journal for Quality in Health Care. 2006; 18(6): 414-21
19. Reidenbach, R.E., Sandifer-Smallwood, B., Exploring perceptions of hospital operations by a modified SERVQUAL approach. Journal of Health Care Marketing. 1990; 10(40).
20. Roemer and Montoya-Aguilar. Quality assessment and assurance in primary health care, WHO Publication. 1988.
21. Rohini and amp; Mahadevappa. Service quality in Bangalore hospitals-an empirical study. Journal of Services Research. 2006; 6(1): 59.
22. Shabbir, S. Kaufmann, H. R. Shehzad, M. Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific Research and Essay. 2010; 5(17): 2457-2462
23. WHO. Primary Health Care: Alma Ata 1979 Report of International Conference on Primary Health Care USSR, Geneva. 1978; 6-12.