Client Satisfaction with Community Clinic Services in Bangladesh
Abstract
Background: Community clinics provide one-stop healthcare services that is vital in primary healthcare. Measuring users' contentment is imperative to improving the quality of care at the doorsteps of the people. This article focuses on community clinics' importance and overall client satisfaction in Bangladesh. Methods: A cross-sectional survey was conducted from March to April 2019. Sixteen Upazilas from eight districts in Bangladesh were randomly selected for conducting interviews. The survey compiled local data regarding client satisfaction with the health care service of community clinics in Bangladesh. Results: A total of 760 female participants provided data. The majority (41%) were in the age group 18-24 years. This group showed more satisfaction than others (Odds Ratio 1.44). Childless married women were also more satisfied with the community clinic services than others (Odds Ratio 1.64). Furthermore, gender, education, and economic perspective were positive aspects of getting service from community clinics. Conclusion: Although there is a challenge balancing psychosocial and medical care, promoting client-oriented care with a focus on overall comfort concerning the culture of the area is vital. This can be done with community-focused training and explaining written prescriptions better, including signs, symptoms, treatment, and referral points. Government backing has also been shown to be a strengthening source regarding primary healthcare services.
References
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28. Normand, C., Iftekar, M., & Rahman, S. (2006). Assessment of the community clinics: effects on service delivery, quality and utilization of services. Health Systems Development Programme working paper 12/02, 50 pp.
29. Ogunlesi, T. A., & Olanrewaju, D. M. (2010). Socio-demographic Factors and Appropriate Health Care-seeking Behavior for Childhood Illnesses. Journal of Tropical Pediatrics, 56(6), 379-385. doi:10.1093/tropej/fmq009 the results of PLS-SEM. European Business Review, 31(1), 2-24.
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33. Toscos, T., Carpenter, M., Flanagan, M., Kunjan, K., &Doebbeling, B. (2018). Identifying Successful Practices to Overcome Access to Care Challenges in Community Health Centers. Health Services Research and Managerial Epidemiology, 5, 233339281774340. https://doi.org/10.1177/2333392817743406
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36. Zeithaml V. A., Bitner M. J., Gremler D. D. (2006) Services marketing, 4th edition, McGraw-Hill.
2. Abdur Razzak Sarkar, Clients' Experience and Satisfaction of Utilizing Healthcare Services in a Community Based Health Insurance Program in Bangladesh; Int. J. Environ. Res. Public Health 2018, 15, 1637
3. Adhikary G, Shawon M.SR, Ali M.W, Shamsuzzaman M., Ahmed S, Shackelford KA, et al. (2018) Factors influencing patients' satisfaction at different levels of health facilities in Bangladesh: Results from patient exit interviews. PLoS ONE 13 (5): e0196643. https://doi.org/10.1371/journal. pone.0196643
4. Andersen, R., & Newman, J. F. (2005). Societal and Individual Determinants of Medical Care Utilization in the United States. The Milbank Quarterly, 83(4), 10.1111/j.1468-0009.2005.00428.x. https://doi.org/10.1111/j.1468-0009.2005.00428.x
5. Anderson, R. T., Weisman, C. S., Camacho, F., Scholle, S. H., Henderson, J. T., & Farmer, D. F. (2007). Women's satisfaction with their on-going primary health care services: a consideration of visit-specific and period assessments. Health services research, 42(2), 663–681. https://doi.org/10.1111/j.1475-6773.2006.00620.x
6. Associations of socioeconomic determinants with community clinic awareness and visitation among women: evidence from Bangladesh Demographic and Health Survey-2011
7. Barbara R. Lewis (1993) Marketing Intelligence & Planning, MCB University Press,11(4), 4-12. 0263-4503
8. Chin, W. W. (2010). How to write up and report PLS analyses. In Handbook of partial least squares (pp. 655-690).Springer, Berlin, Heidelberg
9. Cockcroft, A., Milne, D., Oelofsen, M., Karim, E., & Andersson, N. (2011). Health services reform in Bangladesh: hearing the views of health workers and their professional bodies. BMC health services research, 11 Suppl 2(Suppl 2), S8. https://doi.org/10.1186/1472-6963-11-S2-S8
10. Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale, NJ: Erlbaum.
11. Cronin, J. J., & Taylor, S. A. (1992) Measuring service quality; a re-examination and Extension. The Journal of Marketing, 56, (3), 55-68.
12. Dagger, T. S., & Sweeney, J. C. (2007). Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions? Journal of Service Research, 10(1), 22–42. https://doi.org/10.1177/1094670507303010
13. Epstein, A., Moucheraud, C., Sarma, H., Rahman, M., Tariqujjaman, M., & Ahmed, T. et al. (2019). Does health worker performance affect clients' health behaviors? A multilevel analysis from Bangladesh. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-4205-z
14. Erci, B., &Ciftçioglu, S. (2010). Psychometric evaluation of the primary healthcare satisfaction scale in Turkish women. International Journal for quality in health care: Journal of the International Society for Quality in Health Care, 22(6), 500–506. https://doi.org/10.1093/intqhc/mzq058
15. Fan, L., Shah, M. N., Veazie, P. J., & Friedman, B. (2011). Factors associated with emergency department use among the rural elderly. The Journal of rural health: official Journal of the American Rural Health Association and the National Rural Health Care Association, 27(1), 39–49. https://doi.org/10.1111/j.1748-0361.2010.00313.x
16. Ferdousi, M. J. (2015). Patient satisfaction with community clinic care: Facility and household-based survey in a sub-district in Bangladesh. Mediscope, 1(1), 23-28. doi:10.3329/mediscope.v1i1.21633
17. Fishbein, M., Ajzen, I., & McArdle, J. (1980). Changing the behavior of alcoholics: Effects of persuasive communication. In I. Ajzen & M. Fishbein (Eds.), Understanding attitudes and predicting social behavior (pp. 217–242). Englewood Cliffs, NJ: Prentice-Hall.
18. Gai Tobe, R., Islam, M., Yoshimura, Y., & Hossain, J. (2019). Strengthening the community support group to improve maternal and neonatal health seeking behaviors: A cluster-randomized controlled trial in Satkhira District, Bangladesh. PLOS ONE, 14(2), e0212847. https://doi.org/10.1371/journal.pone.0212847
19. Hair, J. F., Ringle, C. M., &Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
20. Hair, J.F., Risher, J.J., Sarstedt, M. and Ringle, C.M. (2019), "When to use and how to report the results of PLS-SEM", European Business Review, Vol. 31 No. 1, pp. 2-24. https://doi.org/10.1108/EBR-11-2018-0203
21. Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial management & data systems.
22. Islam, M., Chowdhury, S., &Farjana, S. (2008). Attitude of Rural Community Towards Health Care Utilization at Primary. Journal of Medicine, 9(2), 69-74. https://doi.org/10.3329/jom.v9i2.1433
23. Jo et al. BMC Health Services Research (2019) 19:861
24. Jorge Mendoza Aldana, Client satisfaction and quality of health care in rural Bangladesh; Bulletin of the World Health Organization, 2001, 79: 512–517
25. Karim, R. M., Abdullah, M. S., Rahman, A. M., &Alam, A. M. (2016). Identifying role of perceived quality and satisfaction on the utilization status of the community clinic services; Bangladesh context. BMC health services research, 16, 204. https://doi.org/10.1186/s12913-016-1461-z
26. Malus, M., Shulha, M., Granikov, V., Johnson-Lafleur, J., d 'Souza, V., Knot, M., Holcroft, C., Hung, K., Pereira, I., Ricciuto, C., Salsberg, J., & Macaulay, A. C. (2011). A participatory approach to understanding and measuring patient satisfaction in a primary care teaching setting. Progress in community health partnerships: research, education, and action, 5(4), 417–424.
27. MOH&FW, Bangladesh. Revitalization of community health care initiatives in Bangladesh. 2014. http://communityclinic.gov.bd/about.php. Accessed 12 Aug 2020.
28. Normand, C., Iftekar, M., & Rahman, S. (2006). Assessment of the community clinics: effects on service delivery, quality and utilization of services. Health Systems Development Programme working paper 12/02, 50 pp.
29. Ogunlesi, T. A., & Olanrewaju, D. M. (2010). Socio-demographic Factors and Appropriate Health Care-seeking Behavior for Childhood Illnesses. Journal of Tropical Pediatrics, 56(6), 379-385. doi:10.1093/tropej/fmq009 the results of PLS-SEM. European Business Review, 31(1), 2-24.
30. Sarker, M. A., Harun-Or-Rashid, M., Reyer, J. A., Hirosawa, T., Yoshida, Y., Islam, M. M., . . . Hamajima, N. (2015). Associations of socio-economic determinants with community clinic awareness and visitation among women: Evidence from Bangladesh Demographic and Health Survey-2011. BMC Research Notes, 8(1). doi:10.1186/s13104-015-1374-7
31. Sohail, M. (2005). Accessibility and Quality of Government Primary Health Care: Achievement and Constraints. The Bangladesh Development Studies, 31(3/4), 63-98. Retrieved September 29, 2020, from http://www.jstor.org/stable/40795715
32. Spleen, A. M., Lengerich, E. J., Camacho, F. T., & Vanderpool, R. C. (2014). Health care avoidance among rural populations: results from a nationally representative survey. The Journal of rural health: official Journal of the American Rural Health Association and the National Rural Health Care Association, 30(1),
33. Toscos, T., Carpenter, M., Flanagan, M., Kunjan, K., &Doebbeling, B. (2018). Identifying Successful Practices to Overcome Access to Care Challenges in Community Health Centers. Health Services Research and Managerial Epidemiology, 5, 233339281774340. https://doi.org/10.1177/2333392817743406
34. Wilson A., Zeithaml V.A., Bitner M.J., Gremler D.D. (2008) Services Marketing, McGraw-Hill Education
35. Yaya, S., Bishwajit, G., Ekholuenetale, M., & Shah, V. (2017). Awareness and utilization of community clinic services among women in rural areas in Bangladesh: A cross-sectional survey. PLOS ONE, 12(10), e0187303. https://doi.org/10.1371/journal.pone.0187303 79–88. https://doi.org/10.1111/jrh.12032
36. Zeithaml V. A., Bitner M. J., Gremler D. D. (2006) Services marketing, 4th edition, McGraw-Hill.
Published
2022-08-30
How to Cite
Talukder, S. H., Akter, S., Farhana, D., Salahin, K. F., Khanam, S., Rahman, M. M., Hossain, M. S., Islam, T., Sultana, U. F., Prodhan, T. I., & Islam, S. M. S. (2022). Client Satisfaction with Community Clinic Services in Bangladesh. International Journal of Public Health Research, 12(2). Retrieved from https://spaj.ukm.my/ijphr/index.php/ijphr/article/view/334
Issue
Section
Public Health Research
