Assessment of Quality of Healthcare in Secondary Health Care Systems Doiwala, District of Dehradun

Authors

  • Sheen Job Department of Community & Family Medicine, AIIMS, Rishikesh
  • Pradeep Aggarwal Department of Community & Family Medicine, AIIMS, Rishikesh
  • Surekha Kishore Director & CEO, AIIMS, Gorakhpur

DOI:

https://doi.org/10.5455/njcm.20201012122130

Keywords:

healthcare, quality, patient satisfaction, Likerts scale

Abstract

Introduction: In an era of increasing accountability throughout our society, it is not surprising that questions about the efficacy and efficiency of our health care system are also being raised. Both functional and technical qualities have to be monitored and managed effectively.

Objectives: To enhance service effectiveness CHC/PHC health delivery systems. To evaluate the quality of care rendered by CHC, PHCs, Sub centres, AWCs by IPHS guidelines, Likert’s scale and WHO Assessment tool. To assess the health workforce in their capabilities. Patient satisfaction in the quality of care.

Methodology: Out of the thirteen districts of Uttarakhand, the district of Dehradun has six blocks of which Doiwala is the largest block. A qualitative study design: One Community Health Centre namely CHC Doiwala, which has five Primary Health centres were studied using three different tools. (i) IPHS standards (ii) SARA (WHO) (iii) Likerts scale for patient satisfaction. However, in the COVID scenario some limitations have been considered in the study.

Results: The quality of health care in the healthcare delivery system has been assessed as per scale and has been found that factors of patient satisfaction, infrastructure and outcomes for assessment of quality are strong contending variables.

Conclusion: The PPP model has upgraded the healthcare system with substantial contribution from the private sector.

References

Balarajan Y, Selvaraj S, Subramanian S. Health care and eq-uity in India. Lancet [Internet]. 2011;377(9764):505–15. Available from: http://dx.doi.org/10.1016/S0140-6736 (10)61894-6

Kapoor BP. Why quality in healthcare? Med J Armed Forces India [Internet]. 2011;67(3):206–8. Available from: http://dx.doi.org/10.1016/S0377-1237(11)60040-3

Chakravarty A. Evaluation of service quality of hospital outpatient department services. Medical Journal Armed Forces India. 2011 Jul 1;67(3):221-4.

Donabedian A. Explorations in Quality Assessment and Monitoring. Ann Arbor. MI: Health Administration Press 1980.

Gronroos C. A service quality model and its marketing im-plications. Eur J Marketing 1990; 18:36–44.

Bopp KD. How patients evaluate the quality of ambulatory medical encounters. J Healthcare Marketing 1990; 10:6–15.

Indian Public Health Standards. Available from: http://mohfw.nic.in/NRHM/iphs.htm. (last accessed on 03 Jul 2019)

Service availability and readiness assessment (SARA) (2012)– website www.usaid.gov (United States Agency for International Development) (USAID)

Parasuraman A, Zeithaml VA, Berry LL. A multiple items scale for measuring consumer perceptions of service quali-ty. J Retailing 1993; 66:12–40.

Demographic and Health surveys USAID (2016) website www.usaid.gov, Service Provision Assessment. last ac-cessed on 24 Jul 2019

Andaleeb, S.S. (1998), “Determinants of customer satisfac-tion with hospitals: a managerial model”, International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181-7.

Tse DK, Wilton PC. Models of customer satisfaction for-mation. J Marketing Research 1988;25:204–212.

Parasuraman A, Zeithaml VA, Berry LL. Alternative scales for measuring service quality. J Retailing 1994;70:201–230.

Downloads

Published

2020-12-31

How to Cite

1.
Job S, Aggarwal P, Kishore S. Assessment of Quality of Healthcare in Secondary Health Care Systems Doiwala, District of Dehradun. Natl J Community Med [Internet]. 2020 Dec. 31 [cited 2022 Sep. 30];11(12):456-9. Available from: https://www.njcmindia.com/index.php/file/article/view/172

Issue

Section

Commentary

Most read articles by the same author(s)

1 2 > >>