A Cognitive Analysis of Influencing Factors towards Urbanites’ Healthcare Satisfaction in Bhubaneswar

Nihar Ranjan Rout

Abstract


Introduction

Despite of the potential role of service quality analysis from the beneficiaries’ perspectives in health system strengthening, its use has been limited in the developing world. More so, the analysis of socio-economic and demographic correlates of the perception differentials has been least addressed by the researchers. This study is an attempt to explore the perception of the urbanites regarding quality of health centres in Bhubaneswar, India and its socio-economic correlates.

Methods

A cross-sectional study was carried out in which, data were collected from a sample of 180 respondents residing in six different types of residential localities of the city and an un-weighted hospital quality index was computed for analyzing the satisfaction level and its differentials, after carrying out the validity and reliability analyses of the index.

Results

Urbanites in this study were dissatisfied with many aspects of health care delivery in government health centres, like supply of medicines and availability of appropriate medical equipments. Although most of the respondents (78%) were quite satisfied with the private hospitals, there existed few lacunas to be bridged too. Overall satisfaction level was found to be associated with age (p=.134), migration status (p=.005), education (p=.000), residence type (p=.000), household size (p=.001) and income of the respondents (p=.000).

Conclusions

A strong need of strengthening the government health centres was felt and so also taking measures to further improve private hospital quality in the city. There was also a need to address the disparity in health care service provision between slum and non-slum households, at an urgent basis.

 


Keywords


Perception - Hospital Quality - Urban - Index - Bhubaneswar

Full Text:

PDF

References


Park K. Preventive and Social Medicine. 18th ed. Jabalpur, India: Banarsidas Bhanot Publishers; 2005.

Arora R, Neogi S, Misra M. Innovative Ways to Meet Health Challenges in Urban India. Delhi: Public Health Foundation of India; 2011.

Bradley E, Hartwig KA, Rowe LA, Cherlin EJ, Pashmani J, Wong R, Dentry T, Wood WE, Abebe A. Hospital quality improvement in Ethiopia: a partnership–mentoring model. Int J Qual Health Care. 2008; 20(6):392-9.

Jain SK, Gupta G. Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. Vikalpa. 2004; 29(2): 25-37.

Andaleeb SS. Public and private hospitals in Bangladesh: service quality and predictors of hospital choice. Health Policy Plan. 2000; 15(1): 95-102.

Petersen MBH. Measuring patient satisfaction: collecting useful data. J Nurs Qual Assur. 1988; 2(3): 25-35.

Qin H, Prybutok VR. Perceived Service Quality in the Urgent Care Industry. In: Rao M, editor. 2009 SWDSE Proceedings. MS, US: Southwest Decision Science Institute; 2009. p. 548-56. [cited 2010 Dec 22]. Available from: www.swdsi.org/swdsi2009/Papers/9N03.pdf.

Donabedian A. Quality assessment and assurance: unity of purpose, diversity of means. Inquiry. 1988; 25(1):173-92.

Hendriks AAJ, Oort FJ, Vrielink MR, Smets EMA. Reliability and validity of the Satisfaction with Hospital Care Questionnaire. Int J Qual Health Care. 2002; 14(6):471-82.

Hall JA, Dornan MC. Meta-analysis of satisfaction with medical care: description of research domain and analysis of overall satisfaction levels. Soc Sci Med. 1988; 27(6):637-44.

Nagarajan KV, Chavan M, Tewoldeberhan TW, Vial PJ, Srivalli VN. SIMCTS: A Simulation Based Approach to Understand and Manage Service Quality. In: Proceeding of the 10th International Simulation Technology Conference, Sydney; 2005. p. 109-117. [cited 2010 Dec 22]. Available from: www.citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.124.1870.

Durvasula S, Lysonski S, Mehta SC. Testing the Servqual Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping. Journal of Services Marketing. 1999; 13(2):132-50.

Pongsupap Y, Van Lerberghe W. Choosing between public and private or between hospital and primary care: responsiveness, patient-centredness and prescribing patterns in outpatient consultations in Bangkok. Trop Med Int Health. 2006; 11(1):81-9.

Berman PA. Rethinking health care systems: Private health care provision in India. World Dev. 1998; 26(8):1463-79.

Jung M, Lee KH, Choi M. Perceived Service Quality among Outpatients Visiting Hospitals and Clinics and Their Willingness to Re-utilize the Same Medical Institutions. J Prev Med Public Health. 2009; 42(3):151-59.

Sofaer S, Crofton C, Goldstein E, Hoy E, Crabb J. What Do Consumers Want to Know about the Quality of Care in Hospitals? Health Serv Res. 2005; 40(6, Part 2):2018-36.

Boureaux ED, O’Hea EL. Patient Satisfaction in the Emergency Department: A Review of the Literature and Implications for Practice. J Emerg Med. 2004; 26(1):13-26.

Abd Elaal SAM, Ibrahim YA. The Waiting Time at Emergency Departments at Khartoum State-2005. Sudan J Public Health. 2006; 1(2): 122-26.

Pitaloka SD, Rizal AM. Patients’ Satisfaction in Antenatal Clinic Hospital Universiti Kebangsaan Malaysia. Malaysian Journal of Community Health. 2006; 12(1):8-16.

Sharifa Ezat WP, Jamsiah M, Malka SA, Azimatun Noor A, Tuti N, Noor Izzah AS Customers’ Satisfaction among Urban and Rural Public Health Clinics in state of Selangor, Malaysia. Malaysian Journal of Public Health Medicine. 2010; 10(2):52-67.

Hayati IN, Azimatun NA, Rozita H, Sh Ezat WA, Rizal AM. In-Patients’ satisfaction in the medical and surgical wards – A comparison between accredited and non accredited hospital in the state of Selangor. J Community Health. 2010; 16(1):60-68.

Al Qatari G, Haran D. Determinants of users’ satisfaction with primary health care settings and services in Saudi Arabia. Int J Qual Health Care. 1999; 11(6):523-31.

Khatutsky G, Anderson WL, Wiener JM. Personal Care Satisfaction Among Aged and Physically Disabled Medicaid Beneficiaries. Health Care Financing Review. 2006; 28(1):69-86.

Assefa F, Mosse A, H/Michael Y. Assessment of Clients’ Satisfaction with Health Service Deliveries at Jimma University Specialized Hospital. Ethiop J Health Sci. 2011; 21(2):101-109.

Jaipaul CK, Rosenthal GE. Are Older Patients More Satisfied With Hospital Care Than Younger Patients? J Gen Intern Med. 2003; 18(1):23-30.

Sahin B, Yilmaz F, Lee KH. Factors affecting inpatient satisfaction: structural equation modeling. J Med Syst. 2007; 31(1):9-16.

Young GJ, Meterko M, Desai KR. Patient Satisfaction with Hospital Care – Effects of Demographic and Institutional characteristics. Med Care. 2000; 38(2):325-34.

Dutta, R. Bhubaneswar: Boomtown for Healthcare [Internet]. 2010 [cited 2010 Dec 24]. Available from: http://www.expresshealthcare.in/201005/market01.shtml.

OSPCB. Environmental Management Plan of Bhubaneswar. Bhubaneswar: Orissa State Pollution Control Board; 2003.

Cronin JJ, Taylor SA. SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. J Mark. 1994; 58(1):125-31.

McAlexander JH, Kaldenberg DO, Koenig HF. Service quality measurement. J Health Care Mark. 1994; 14(3):34-40.

Caha H. Service Quality in Private Hospitals in Turkey. J Econ Soc Res. 2007; 9(1):55-69.

Sohail MS. Service Quality in Hospitals: More Favourable Than You Might Think. Managing Service Quality. 2003; 13(3):197-206.

WHO. Measuring Hospital performance to improve the quality of care in Europe: A need for clarifying the concepts and defining the main dimensions. Report on a WHO workshop held at Barcelona; 2003 Jan 10-11; Spain. World Health Organization; 2003.

Kelly E, Hurst J. Health Care Quality Indicators Project Conceptual Framework Paper. Paris: OECD; 2006. [cited 2010 Mar 16]. Available from: www.oecd.org/dataoecd/1/36/36262363.pdf.

Das Gupta M, Chen LC, Krishnan TN, editors. Health, Poverty and Development in India. Delhi: Oxford University Press; 1996.

Al-Ghanim SA. Factors Influencing the Utilisation of Public and Private Primary Health Care Services in Riyadh City. JKAU: Econ. & Adm. 2004; 19(1):3-27.

Das J, Hammer J. Money for Nothing: The Dire Straits of Medical Practice in Delhi, India. Journal of Development Economics. 2007; 83(1):1-36.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Nihar Ranjan Rout

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.