Juma D, Manongi R
Kilimanjaro Christian Medical College, P.O. Box 2240, Moshi, Tanzania.
Tanzan J Health Res. 2009 Oct;11(4):196-204. doi: 10.4314/thrb.v11i4.50176.
Use of users' perception in measuring quality of care has been shown to be useful in screening problems and in planning for improvement of quality of health care delivery. Traditionally, quality of care has been measured using professional standards, neglecting users' opinions which may leave psychosocial needs unattended. The objective of this descriptive cross-sectional study was to assess users' perceptions of quality of care given at outpatient department (OPD) at Kilosa District Hospital in Central Tanzania. Hospital based exit interviews were conducted to adult patients or caregivers of children attending the hospital. Focus Group Discussions were conducted among community members in selected villages within the hospital catchment area. Information on perceptions on care provider-patient interaction, cost of service, availability of medicines, equipment and health personnel was sought from the participants. Overall OPD was perceived to have several shortcomings including verbal abuse of patients by care providers, lack of responsiveness to patients' needs, delays, inadequate examination, unreliable supply of medicines, lack of confidentiality and favouritism in health care provision. Cost of service was perceived to be reasonable provided medicines were available. In conclusion, provider-patient interactions, timely services, supply of medicines and favouritism were the major factors affecting quality of service at the hospital. Efforts should be made to address the shortcomings so as to improve quality of care and users perceptions.
在衡量医疗服务质量时，利用用户的认知已被证明有助于筛查问题以及规划改善医疗服务的质量。传统上，医疗服务质量是根据专业标准来衡量的，忽视了用户的意见，而这些意见可能导致心理社会需求得不到满足。这项描述性横断面研究的目的是评估坦桑尼亚中部基洛萨区医院门诊部（OPD）的用户对医疗服务质量的认知。对在该医院就诊的成年患者或儿童看护人进行了基于医院的出院访谈。在医院服务范围内选定村庄的社区成员中进行了焦点小组讨论。从参与者那里收集了关于对医护人员与患者互动、服务费用、药品供应、设备和卫生人员的认知信息。总体而言，门诊部被认为存在若干缺点，包括医护人员对患者的言语辱骂、对患者需求缺乏响应、延误、检查不充分、药品供应不可靠、缺乏保密性以及在医疗服务提供中存在偏袒。如果有药品供应，服务费用被认为是合理的。总之，医护人员与患者的互动、及时的服务、药品供应和偏袒是影响该医院服务质量的主要因素。应努力解决这些缺点，以提高医疗服务质量和用户认知。
