客户对西印度某城市市政公司区某城市初级卫生中心(U-PHC)服务质量的看法

Dhara Jani, Rashmi Sharma
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引用次数: 0

摘要

导言:客户满意度调查是提高卫生设施质量的核心。它有助于确定满意度低的领域和步骤,以最大限度地提高患者满意度。目的:评估客户对艾哈迈达巴德市政公司(AMC)下属的U-PHC门诊部(OPD)服务的满意度,确定满意度较低的领域,并提出可行的改进补救措施。方法:采用简单随机抽样的方法,从AMC下的74个U PHCs中抽取1个。护理质量通过客户反馈进行评估,这些反馈是由州级质量团队通过10个检查点(结构、过程和结果)收集的。计算300名成人(bb ~ 18岁)的反应及其平均±标准差得分。研究对象于2019年9月至2020年2月,每隔第2、4个周一连续选择25例(新病例首次出现并自愿)。结果:虽然药物的可得性被认为是非常令人满意的,但调查是一个相对关注的领域。总体而言,只有1名客户认为服务一般,其余(99.6%)认为服务非常好到优秀。结论:该院的服务质量为良好至优秀,具有较强的可接受性。
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Clients' Perspective for Quality of Services at One of the Urban Primary Health Centres (U-PHC) at Municipal Corporation Area in One of the cities of Western India
Introduction: Client satisfaction surveys are central to quality improvement at health facility. It helps in identifying areas of low satisfaction and steps to maximize patient satisfaction. Objectives: To assess client satisfaction towards services at Out Patient Department (OPD) of at an U-PHC under Ahmedabad Municipal Corporation (AMC), identify areas of low satisfaction and suggest feasible remedial measures for improvement. Method: Out of 74 U PHCs under AMC, 1 was selected through simple random sampling. Quality of care was evaluated through client’s feedback which was gathered through 10 check points (on structure, process and outcome) developed by state level quality team. Responses of 300 adult (> 18 years) subjects and their mean ± standard deviation scores were calculated. These subjects were selected consecutively @ 25 cases (new cases who came first and were willing) on every 2nd and 4th Mondays for 6 months (Sep 2019 – Feb 2020). Results: While availability of drugs was perceived as very satisfying that of investigations was relatively an area of concern. Overall, only 1 client rated the services as average while all rest (99.6%) rated services as very good to excellent. Conclusion: Quality of services at this U PHC was good to excellent and had wider acceptability among its client.
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