Department of Behavioral Health and Recovery Services, County of San Mateo, San Mateo, California, USA.
Department of Epidemiology and Biostatistics, School of Public Health, University at Albany, Albany, New York, USA.
Int J Health Plann Manage. 2022 Jul;37(4):2256-2265. doi: 10.1002/hpm.3467. Epub 2022 Apr 2.
Patient satisfaction is an essential indicator for measuring the quality of care. This study assessed patients' satisfaction with primary care services across different public health care system levels.
The study was a cross-sectional study conducted across three states in India. We adopted a multi-stage stratified random sampling technique to select the districts(n-13) and facilities (n-55). A total of 4650 patients' exit interviews were conducted. Linear regression and analysis of variance was used to test the association. Analyses was performed using Stata software (version 15.0).
Patients visiting the primary facilities were more satisfied within the different domains of quality indicators that is, technical, communication, safety and cleanliness, and cost of services. The highest differences were observed on behaviour of other staff (Reg Coefficient 4.1 ± 0.8) and cleanliness of the ward (Reg Coefficient 4.0 ± 0.9). Significant negative association was observed in patient's satisfaction in the state of Kerala with an increase in age and education level.
Our study suggests higher satisfaction at primary care facilities as compared to secondary and tertiary level facilities in the three states. Development of standardized tool and specific research on patient experience and its relation to the quality of care is needed in low- and middle-income countries.
患者满意度是衡量医疗服务质量的重要指标。本研究评估了不同公共医疗保健系统水平下患者对初级保健服务的满意度。
这是一项在印度三个邦进行的横断面研究。我们采用多阶段分层随机抽样技术选择了 13 个区（n-13）和 55 个医疗机构（n-55）。共进行了 4650 名患者的出院访谈。采用线性回归和方差分析来检验相关性。使用 Stata 软件（版本 15.0）进行分析。
在技术、沟通、安全和清洁以及服务费用等质量指标的不同领域，访问初级医疗机构的患者满意度更高。在其他工作人员的行为（回归系数 4.1±0.8）和病房清洁度（回归系数 4.0±0.9）方面观察到的差异最大。喀拉拉邦的患者满意度与年龄和教育水平呈显著负相关。
与三个邦的二级和三级医疗机构相比，我们的研究表明初级保健设施的满意度更高。在中低收入国家，需要开发标准化工具，并对患者体验及其与医疗质量的关系进行专门研究。
