临床社会特许经营的用户体验：来自加纳和肯尼亚提供者及客户的定性见解。
User experiences with clinical social franchising: qualitative insights from providers and clients in Ghana and Kenya.
作者信息
Sieverding Maia, Briegleb Christina, Montagu Dominic
机构信息
Global Health Group, University of California, San Francisco, 550 16th Street, San Francisco, CA, USA.
出版信息
BMC Health Serv Res. 2015 Feb 1;15:49. doi: 10.1186/s12913-015-0709-3.
BACKGROUND
Clinical social franchising is a rapidly growing delivery model in private healthcare markets in low- and middle-income countries. Despite this growth, little is known about providers' perceptions of the benefits and challenges of social franchising or clients' reasons for choosing franchised facilities over other healthcare options. We examine these questions in the context of three social franchise networks in Ghana and Kenya.
METHODS
We conducted in-depth interviews with a purposive sample of providers from the BlueStar Ghana, and Amua and Tunza networks in Kenya. We also conducted qualitative exit interviews with female clients who were leaving franchised facilities after a visit for a reproductive or child health reason. The total sample consists of 47 providers and 47 clients across the three networks.
RESULTS
Providers perceived the main benefits of participation in a social franchise network to be training opportunities and access to a consistent supply of low-cost family planning commodities; few providers mentioned branding as a benefit of participation. Although most providers said that client flows for franchised services increased after joining the network, they did not associate this with improved finances for their facility. Clients overwhelmingly cited the quality of the client-provider relationship as their main motivation for attending the franchise facility. Recognition of the franchise brand was low among clients who were exiting a franchised facility.
CONCLUSIONS
The most important benefit of social franchise programs to both providers and their clients may have more to do with training on business practices, patient counseling and customer service, than with subsidies, technical input, branding or clinical support. This finding may lead to a reconsideration of how franchise programs interact with both their member clinics and the larger health-seeking communities they serve.
背景
临床社会特许经营是低收入和中等收入国家私人医疗市场中一种迅速发展的服务提供模式。尽管有这种增长，但对于提供者对社会特许经营的益处和挑战的看法，或者客户选择特许经营机构而非其他医疗选择的原因知之甚少。我们在加纳和肯尼亚的三个社会特许经营网络的背景下研究这些问题。
方法
我们对来自加纳蓝星、肯尼亚的阿穆阿和通扎网络的提供者进行了有目的抽样的深入访谈。我们还对因生殖或儿童健康原因就诊后离开特许经营机构的女性客户进行了定性出院访谈。总样本包括三个网络中的47名提供者和47名客户。
结果
提供者认为参与社会特许经营网络的主要益处是培训机会和获得低成本计划生育商品的稳定供应；很少有提供者提到品牌是参与的益处。尽管大多数提供者表示加入网络后特许经营服务的客户流量增加了，但他们并未将此与机构财务状况的改善联系起来。客户压倒性地将医患关系质量作为他们前往特许经营机构的主要动机。离开特许经营机构的客户对特许品牌的认知度较低。
结论
社会特许经营项目对提供者及其客户最重要的益处可能更多地与商业实践、患者咨询和客户服务方面的培训有关，而不是与补贴、技术投入、品牌或临床支持有关。这一发现可能会促使人们重新考虑特许经营项目如何与它们的成员诊所以及它们所服务的更大的寻求医疗的社区进行互动。
Zotero 插件