ASSESSMENT OF CLIENT S SATISFACTION REGARDING SERVICE UTILIZATION IN AN URBAN HEALTH CENTRE IN NORTHERN INDIA.

CORRESPONDING AUTHOR:
Dr. Pushapindra Kaushal,
Department of Community Medicine,
Old Dayanand Medical College,
Civil Lines, Ludhiana-141001
E-mail: drpushapindrakaushal@yahoo.co.in

ABSTRACT: INTRODUCTION: Modern healthcare systems are seeking to adopt a more client-oriented approach to the delivery of healthcare. Assessment of patient satisfaction is critical for efficient planning and monitoring of the healthcare system. Healthcare accessibility, quality of care provided, and its cost are the three domains of high priority which influence patients' health-related behavior. Patients' satisfaction is a powerful predictor of their health-related behavior which influences treatment outcomes in turn. There is a scarcity of information available on this aspect of health care in this region of the country especially for the urban areas, therefore the present study is being undertaken. AIM: To assess the client’s satisfaction regarding service utilization at UHC. MATERIALS AND METHODS: Settings: Urban Health Centre, Dayanand Medical College and Hospital Ludhiana. STUDY DESIGN: Cross sectional study. A total of 422 willing patients who attended the Out Patient Department (OPD) of the Urban Health Centre from 1^st July 2014 to 30^th September 2014 were included in the study. The patients didn’t agree to participate, who were previously interviewed in the study and the beneficiaries (<18 years of age) not accompanied by adult members or parents were excluded from the study. Informed written consent was taken from the patients and they were interviewed regarding the health services being provided at UHC. Statistical Analysis: Microsoft Excel, SPSS version 20. RESULTS:  Major motivating factors for the patients to utilize the health services at UHC were the cost effectiveness, the proximity to their residence and their faith in the doctors. It was found that the patients were highly satisfied with the accessibility, services provided at waiting area, doctor-patient communication, and consultation and examination facilities. However, availability of the prescribed drugs and the waiting time for consultation came out to be the areas which further needs improvement. CONCLUSION: The overall patient satisfaction with the services provided at UHC was found to be high. However, the availability of the prescribed drugs and decreasing the waiting time for consultation are the areas needing improvement for further enhancing the quality of services being provided.

KEYWORDS: Client’s satisfaction, Service utilization, Urban Health Centre.

MESHTERMS: Delivery of health care, Patient Satisfaction, Primary Health Care, Treatment Outcome, Urban Health.