Ganguly Enakshi, Sharma Pawan Kumar
Department of Community Medicine, SHARE INDIA- Mediciti Institute of Medical Sciences, Ghanpur, Medchal Mandal, RR District, AP-501401.
J Public Health Epidemiol. 2014 Aug;6(8):239-245. doi: 10.5897/JPHE2014.0625. Epub 2014 Aug 31.
Client satisfaction is an important method to assess the pattern of utilization of health care services amongst all sectors indirectly reflecting on the quality of services. Most of the clients prefer private over government services due to multiple reasons.
To assess the level of satisfaction of patients attending rural government and private health facilities in rural Andhra Pradesh.
Ten villages were randomly selected from the field practice area of a teaching medical institution, and all patients who visited any facility during the past three months were interviewed using a semi-structured questionnaire focusing on access to care, competence of the providers, quality and cost of the services and overall satisfaction with the services. Data was analysed using Microsoft Access software.
One hundred and eight clients who visited different facilities for common ailments, chronic diseases, maternal and child health services were interviewed. The average time to reach the facility was 52.23 ± 44.52 minutes. The average waiting time was 34.25 ± 42.47 minutes. More than 80% were satisfied with the clinic hours, cleanliness and comfort of the facility, and privacy maintained during examinations. 40% were satisfied with the cost of services.
The client satisfaction with different health care providers in rural areas of Andhra Pradesh is high. Clients expect the quality of services to be better; nevertheless they continue to use the available services without complaining much.
客户满意度是间接评估所有部门医疗服务利用模式的重要方法，反映了服务质量。由于多种原因，大多数客户更喜欢私立而非政府服务。
评估在安得拉邦农村地区就诊于农村政府和私立医疗机构的患者的满意度水平。
从一家教学医疗机构的实地实习区域随机选取10个村庄，使用半结构化问卷对过去三个月内访问任何医疗机构的所有患者进行访谈，问卷重点关注就医便利性、医护人员能力、服务质量和成本以及对服务的总体满意度。数据使用Microsoft Access软件进行分析。
对108名因常见疾病、慢性病、母婴健康服务而访问不同医疗机构的客户进行了访谈。到达医疗机构的平均时间为52.23±44.52分钟。平均等待时间为34.25±42.47分钟。超过80%的人对诊所营业时间、机构的清洁度和舒适度以及检查期间保持的隐私感到满意。40%的人对服务成本感到满意。
安得拉邦农村地区客户对不同医疗服务提供者的满意度较高。客户期望服务质量能更好；尽管如此，他们仍继续使用现有服务且抱怨不多。
