Kaur Manmeet, Bashar Abu, Singh Tarundeep, Kumar Rajesh
Department of Community Medicine and School of Public Health, Postgraduate Institute of Medical Education and Research, Chandigarh, India.
Health Serv Insights. 2020 Jun 12;13:1178632920929969. doi: 10.1177/1178632920929969. eCollection 2020.
Satisfaction with health care services is a desired outcome of health care delivery. Nonetheless, there is scant information on client satisfaction with services provided in public health facilities in India. A cross-sectional study of persons attending public health facilities in Punjab, North India, was carried out in 2016. All district hospitals, subdistrict hospitals, 2 community health centres (CHCs), and 6 primary health centres (PHCs) were randomly selected from each of the 22 districts. A 60-item pre-tested and validated questionnaire was used to collect data. Participants (3278 outpatient department [OPD] and 1614 inpatient department [IPD]) visiting health care facilities were interviewed. Majority of OPD participants were satisfied with registration process, care providers, and personal issues like safety and security at the health facilities. Major domains of dissatisfaction were long waiting time and concern shown for patients during lab tests and x-rays. Most IPD participants were satisfied with care received from nurses and doctors, availability of medicines, and hospital environment. Domains of dissatisfaction were cleanliness of rooms and bathrooms and quietness at night. Varying levels of satisfaction were observed for experiences during stay, information about new medicine being given, pain control, and locomotion to bathroom or using bedpan. Around 71% were likely to recommend the health facility to others. Satisfaction with public health facilities is context dependent. Lack of drugs and supplies, poor information about medicines, long waiting time, poor cleanliness, lack of privacy, and peace were the major reasons for dissatisfaction in our study.
对医疗服务的满意度是医疗服务提供所期望达成的结果。尽管如此，关于印度公共卫生机构所提供服务的客户满意度的信息却非常匮乏。2016年在印度北部旁遮普邦对前往公共卫生机构的人员开展了一项横断面研究。从22个区中的每个区随机选取了所有的区医院、分区医院、2个社区卫生中心（CHC）以及6个初级卫生中心（PHC）。使用一份经过预测试且经验证的包含60个条目的问卷来收集数据。对前往医疗保健机构的参与者（3278名门诊部[OPD]患者和1614名住院部[IPD]患者）进行了访谈。大多数门诊部参与者对登记流程、护理人员以及诸如医疗机构内的安全保障等个人问题感到满意。不满意的主要方面是等待时间过长以及在实验室检查和X光检查期间对患者的关注程度。大多数住院部参与者对护士和医生提供的护理、药品供应情况以及医院环境感到满意。不满意的方面是病房和卫生间的清洁程度以及夜间的安静程度。对于住院期间的体验、所给予新药的信息、疼痛控制以及前往卫生间或使用便盆的行动便利性，观察到了不同程度的满意度。大约71%的人可能会向他人推荐该医疗机构。对公共卫生机构的满意度取决于具体情况。在我们的研究中，药品和物资短缺、药品信息不足、等待时间过长、清洁状况差、缺乏隐私以及嘈杂是导致不满意的主要原因。
