MHSc Candidate, School of Population and Public Health, Faculty of Medicine, University of British Columbia, Vancouver, BC, Canada.
Associate Professor, UCMS and GTB Hospital, Delhi, India.
Indian J Public Health. 2020 Jan-Mar;64(1):44-49. doi: 10.4103/ijph.IJPH_92_19.
Immunization prevents over 2-3 million deaths each year worldwide. In India, even though vaccines are offered free of cost at public health facilities the coverage remains low. Limited scrutiny has been conducted at health service and client interface for routine immunization (RI) services, which may have been affecting the acceptance of vaccines. This emphasizes the importance of assessing the level of satisfaction and perceived quality of clients regarding RI services.
This study aimed to assess the perceived quality and level of overall general satisfaction with RI services of clients. In addition, determine the association of factors influencing clients perceived quality and overall general satisfaction with RI services.
A community-based cross-sectional study was conducted in an urbanized village of Delhi from November 2015 to April 2017. A total of 279 RI visits were covered in the study, and the clients were interviewed at their residence using a pretested tool.
The dissatisfaction toward the domains of perceived quality of RI services was reported to be 3.2% for vaccine availability, 9.7% for vaccine information, 3.2% for staff behavior, 6.1% for doctor behavior, and 7.5% for infrastructure. Multivariable-regression analysis indicated that distance to health facility, literacy and age of the client, doctor behavior, staff behavior, and infrastructure had an effect on overall general satisfaction of client toward RI services.
The client's perception is multidimensional; improvement in one domain is likely to strengthen the other. By understanding the client's perspective toward quality of RI service, the health-care mangers may improve the level of overall satisfaction.
免疫接种每年在全球范围内预防超过 200 至 300 万人死亡。在印度，尽管公共卫生机构提供免费疫苗，但覆盖率仍然很低。对常规免疫（RI）服务的卫生服务和客户界面进行的审查有限，这可能影响了疫苗的接受程度。这强调了评估客户对 RI 服务的满意度和感知质量的重要性。
本研究旨在评估客户对 RI 服务的感知质量和总体总体满意度水平。此外，确定影响客户对 RI 服务感知质量和总体总体满意度的因素之间的关联。
2015 年 11 月至 2017 年 4 月，在德里的一个城市化村庄进行了一项基于社区的横断面研究。该研究共涵盖了 279 次 RI 访问，在客户家中使用预测试工具对其进行了访谈。
对 RI 服务感知质量的各个领域不满意的比例分别为疫苗供应 3.2%，疫苗信息 9.7%，工作人员行为 3.2%，医生行为 6.1%，基础设施 7.5%。多变量回归分析表明，距离卫生设施、客户的文化程度和年龄、医生行为、工作人员行为和基础设施对客户对 RI 服务的总体总体满意度有影响。
客户的看法是多方面的；一个领域的改善可能会加强其他领域。通过了解客户对 RI 服务质量的看法，医疗保健管理者可以提高总体满意度水平。
