The institutional primary healthcare service quality and patients’ experiences in Chinese community health centres: results from the Greater Bay Area study, China

Abstract Background The goal of this paper was to assess the quality of primary healthcare services at community health centres (CHCs) from the demand (patient) and supplier (healthcare service institution) angles. Methods This study was conducted at six CHCs in the Greater Bay Area of China. Between August and October 2019, 1,568 patients were recruited (55.8% women and 44.2% men). We evaluated the service quality of CHCs using the National Committee for Quality Assurance Patient-Centred Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results PCAT total and sub-domains scores were significantly difference at the six CHCs (P < 0.001). Among the six CHCs, Shayuan CHC had the highest PCAT total and sub-domain scores and the highest NCQA-PCMH total and sub-domain scores, as well. Older (> 60 years), female, lower education, and employee medical-insured individuals had better patient experiences. Conclusions Our results indicate that CHCs could improve their service quality by improving both institutional health service quality based on NCQA-PCMH assessment and patient experiences based on PCAT scales. These findings can help inform patient-centred primary healthcare policy and management.

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The Association Between Institutional Primary Healthcare Service Quality and Patients’ Experiences with Community Health Centres: Results from the Greater Bay Area Study, China

10.21203/rs.3.rs-123741/v2 ◽

2021 ◽

Author(s):

RuQing Liu ◽

YiFan Meng ◽

Ning He ◽

JingLan Wu ◽

XinWen Yan ◽

...

Keyword(s):

Health Services ◽

Service Quality ◽

Community Health ◽

Primary Healthcare ◽

Healthcare Service ◽

Dose Effect ◽

Community Health Centres ◽

Bay Area ◽

Health Centres

Abstract Background: To explore the association between the service quality of community health centres (CHCs) as the supplier evaluation and patients’ experiences of health services as the demand-side evaluation.Methods: This study was conducted at six CHCs in the Greater Bay area of China. During August–October 2019, 1568 patients were recruited (55.8% women and 44.2% men). We evaluated the service quality of CHCs using the National Committee for Quality Assurance Patient-Centered Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results: The global PCAT score was higher at the CHCs with higher NCQA-PCMH levels, showing positive dose-effect trends. This was similar for the PCAT sub-dimensions. For example, the scores of each PCAT sub-dimension of NCQA-PCMH Level 3 were significantly higher than those of Levels 2 and 1. Except for D and F dimensions, the scores of other sub-dimensions of Level 2 were significantly higher than those of Level 1.Conclusions: Our results indicated that better institutional service quality evaluation determined by the NCQA-PCMH led to better patients’ experiences as determined by the PCAT. Our findings added new evidence in support of better institutional primary healthcare service quality leading to better experiences among patients, and would help further improve the patient-centred primary healthcare service policy and management.

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The Association Between NCQA-PCMH Evaluation and Patients’ Experiences with Community Health Centres: Results from the Greater Bay Area Study, China

10.21203/rs.3.rs-123741/v1 ◽

2020 ◽

Author(s):

RuQing Liu ◽

YiFan Meng ◽

Ning He ◽

JingLan Wu ◽

XinWen Yan ◽

...

Keyword(s):

Health Services ◽

Service Quality ◽

Community Health ◽

Primary Healthcare ◽

Healthcare Service ◽

Dose Effect ◽

Community Health Centres ◽

Bay Area ◽

Health Centres

Abstract Background To explore the association between the service quality of community health centres (CHCs) as the supplier evaluation and patients’ experiences of health services as the demand-side evaluation. Methods This study was conducted at six CHCs in the Greater Bay area of China. During August–October 2019, 1568 patients were recruited (55.8% women and 44.2% men). We evaluated the service quality of CHCs using the National Committee for Quality Assurance Patient-Centered Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results The global PCAT score was higher at the CHCs with higher NCQA-PCMH levels, showing positive dose-effect trends. This was similar for the PCAT sub-dimensions. For example, the scores of each PCAT sub-dimension of NCQA-PCMH Level 3 were significantly higher than those of Levels 2 and 1. Except for D and F dimensions, the scores of other sub-dimensions of Level 2 were significantly higher than those of Level 1. Conclusions Our results indicated that better institutional service quality evaluation determined by the NCQA-PCMH led to better patients’ experiences as determined by the PCAT. Our findings added new evidence in support of better institutional primary healthcare service quality leading to better experiences among patients, and would help further improve the patient-centred primary healthcare service policy and management.

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Stroke survivors’ levels of community reintegration, quality of life, satisfaction with the physiotherapy services and the level of caregiver strain at community health centres within the Johannesburg area

African Journal of Disability ◽

10.4102/ajod.v6i0.296 ◽

2017 ◽

Vol 6 ◽

Cited By ~ 5

Author(s):

Adrian Kusambiza-Kiingi ◽

Douglas Maleka ◽

Veronica Ntsiea

Keyword(s):

Quality Of Life ◽

Community Health ◽

Caregiver Strain ◽

Stroke Survivors ◽

Community Reintegration ◽

Cross Sectional ◽

Community Health Centres ◽

Quality Of Life Scale ◽

Health Centres

Background: Stroke survivors are discharged home before they are functionally independent and return home with activity limitations that would not be manageable without a caregiver. Aim: To determine stroke survivors’ levels of community reintegration, quality of life (QOL), satisfaction with the physiotherapy services and the level of caregiver strain at community health centres within the Johannesburg area. Method: This was a cross-sectional study using the following outcome measures: Maleka Stroke Community Reintegration Measure, Stroke-specific quality of life scale, Caregiver strain index and Physical therapy patient satisfaction questionnaire. Results: A total of 108 stroke survivors and 45 caregivers participated in this study. The average age of the stroke survivors was 54 years (standard deviation = 12.73) and 58% (n = 62) had moderate to full community reintegration. They were happy with physiotherapy services but not with parking availability and cost of services. The QOL was poor with the lowest scores for energy and highest scores for vision and language domains. Twenty five (55%) caregivers were strained. A positive correlation was found between community reintegration and satisfaction with services (r = 0.27, p 0.0001) and QOL (r = 0.51, p 0.0001). A negative correlation was found between community reintegration and caregiver strain (r = -0.37, p 0.0001). Conclusion: Most stroke survivors are reintegrated into their communities except in the areas of work and education and have poor QOL and most of their caregivers are strained; however, they are satisfied with physiotherapy services.

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Differences between dental health service quality and utilization of Community Health Centres in the City of Padang based on indicators of utilisation effectiveness

Padjadjaran Journal of Dentistry ◽

10.24198/pjd.vol30no2.18330 ◽

2018 ◽

Vol 30 (2) ◽

pp. 140

Author(s):

Azri Darma ◽

Hidayati Hidayati ◽

Fadil Oenzil

Keyword(s):

Health Service ◽

Health Services ◽

Service Quality ◽

Community Health ◽

Dental Health ◽

Community Health Service ◽

Community Health Centres ◽

Health Centres ◽

Health Service Quality ◽

The City

Introduction: The high prevalence of oral disease have not been followed by the availability of oral healthcare, especially at the community-based level. This study was aimed to determine the differences between dental health service quality and utilisation of community health centres in the city of Padang based on indicators of utilisation effectiveness. Methods: A cross-sectional survey was conducted towards two Community Health Services (Puskesmas) as the samples selected using random sampling technique. One Community Health Service was representing a rarely visited Community Health Service with ≤ 9 patients visit per day, and another Community Health Service was representing oppositely. As much as 131 respondents were included in this study, selected using the purposive sampling method. Dimensional satisfaction of service quality including tangibility, reliability, responsiveness, assurance, and empathy, were collected by interviewing the respondents based on a self-reported questionnaire. All data were analysed using the chi-square test. Results: The majority of respondents agreed that dimensional satisfaction such as tangibility, reliability, responsiveness, assurance, and empathy at both Community Health Services were at a good level. There was a significant relationship (p < 0.05) between several dimensional satisfaction of service quality variables (the wide and clean parking area; intense involvement of dentists on every oral examination; friendly service by the front-office; and empathetic affection of dentists towards the patient’s complain) and the utilisation of oral health services. Conclusion: No service differences found from relationship analysis between dental health service quality and utilisation of community health centres in the city of Padang based on indicators of utilisation effectiveness.Keywords: Service quality, dimensional satisfaction, oral health service, service utilisation, Community Health Centre.

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Persons with physical disabilities’ experiences of rehabilitation services at Community Health Centres in Cape Town.

South African Journal of Physiotherapy ◽

10.4102/sajp.v66i3.67 ◽

2010 ◽

Vol 66 (3) ◽

Cited By ~ 4

Author(s):

C.K. Kahonde ◽

N. Mlenzana ◽

A. Rhoda

Keyword(s):

Community Health ◽

Family Involvement ◽

Service Providers ◽

Physical Disabilities ◽

Qualitative Interviews ◽

Functional Independence ◽

Rehabilitation Services ◽

Community Health Centres ◽

Health Centres

Background: Rehabilitation is of fundamental importance for the persons with disability to achieve functional independence and have an improved quality of life. To enhance the effectiveness of rehabilitation, it is important to seek clients’ perspectives of the rehabilitation services and to incorporate these perspectives into the planning and delivery of rehabilitation services. The aim of this study was to explore the persons with physical disabilities’ experiences of the rehabilitation services they received at Community Health Centres (CHCs). Methods: In-depth qualitative interviews were used to collect data. Ten persons with physical disabilities, who had received rehabilitation services at CHCs participated in the in-depth interviews. The interviews were tape-recorded and transcribed verbatim. Thematic analysis was used to analyse the data. Results: The clients experienced problems with accessing transport and obtaining information from the service providers. Experiences regarding clients’ involvement in the rehabilitation were varied. All the clients reported positive experiences regarding their interaction with service providers and family involvement. Conclusion: The experiences of the participants who accessed CHCs for rehabilitation were positive and negative. The service providers should therefore address the aspects of rehabilitation that were negatively experienced.

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Variation in quality of preventive care for well adults in Indigenous community health centres in Australia

BMC Health Services Research ◽

10.1186/1472-6963-11-139 ◽

2011 ◽

Vol 11 (1) ◽

Cited By ~ 22

Author(s):

Ross S Bailie ◽

Damin Si ◽

Christine M Connors ◽

Ru Kwedza ◽

Lynette O'Donoghue ◽

...

Keyword(s):

Community Health ◽

Preventive Care ◽

Indigenous Community ◽

Community Health Centres ◽

Health Centres

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Capaian Indikator Kapitasi Berbasis Komitmen Pelayanan pada Puskesmas di Kota Semarang

Jurnal Rekam Medis dan Informasi Kesehatan ◽

10.31983/jrmik.v3i1.5666 ◽

2020 ◽

Vol 3 (1) ◽

pp. 1-6

Author(s):

Anton Kristijono

Keyword(s):

Service Quality ◽

Community Health ◽

Health Centre ◽

Research Result ◽

Secondary Data ◽

Community Health Centre ◽

Capitation Payment ◽

Community Health Centres ◽

Contact Number ◽

Health Centres

Start from 2017, the capitation payment based on the fulfilment of service commitment has been implemented throughout all FKTP in Indonesia. There are three ration indicators of service commitment: contact number (≥150 per mile), ratio of participants of Prolanis who regularly visit (≥50%), and the ratio of non-specialistic outpatient referral (≤5%). The achievement of indicator target shows the service quality and influences the amount of capitation rate obtained by the Community Health Centre from BPJS Kesehatan. The research objective is to identify the glimpse of the achievement of the three indicators and the achievement of capitation number in 37 (thirty seven) Community Health Centres in Semarang City in 2018 and Semester 1 of 2019. The research method is descriptive observational, where during the the research, there has not been any intervention implemented. The data type used is quantitative data obtained from the secondary data of BPJS Kesehatan, Department of Health of Semarang City and Community Health Centres.The research result describes the average achievement of Contact Number of semester 1 and 2 in 2018 which reached 156.43 per mile and 157.08 per mile bigger that the indicator target, semester 1 of 2019 was 144.99 per mile, under the indicator target. Prolanis ratio describes that the Prolanis participants registered in Community Health Centres in Semarang City who regularly pay a visit to the Community Health Centres to obtain the service over chronic diseases they suffer continuously. Non-specialistic outpatient referral ratio suggests that the service quality in Community Health Centres in Semarang city is good. The average achievement of capitation payment based on the service commitment of the same period respectively is: 97,74%; 98,07%; 98,07%. Community Health Centre of Karanganyar has the lowest average achievement of capitation payment in 2018 as well as in Semester 1 of 2019 of 92.50% which shows that in average, there are 2 (two) indicators of capitation payment based on service commitment in Community Health Centres of Karanganyar which is located in unsafe zone during that period.Abstrak Mulai tahun 2017 pembayaran kapitasi berbasis pemenuhan komitmen pelayanan dilaksanakan di seluruh FKTP di Indonesia. Terdapat tiga rasio indikator komitmen pelayanan : angka kontak (≥150 per mil), rasio peserta prolanis rutin berkunjung (≥50%), dan rasio rujukan rawat jalan non spesialistik (≤5%). Pencapaian target indikator menunjukan kualitas pelayanan dan mempengaruhi besaran tarif kapitasi yang didapat Puskesmas dari BPJS Kesehatan. Tujuan penelitian untuk mengetahui gambaran pencapaian ketiga indikator dan capaian besaran kapitasi pada 37 (tigapuluh tujuh) Puskesmas di Kota Semarang tahun 2018 dan semester 1 tahun 2019. Jenis penelitian adalah observasional deskriptif, dimana selama penelitian berlangsung tidak dilakukan intervensi. Jenis data yang digunakan : data kuantitatif, yang berasal dari data sekunder BPJS Kesehatan, Dinas Kesehatan Kota Semarang. Hasil penelitian menggambarkan rata-rata capaian Angka Kontak semester 1 dan semester 2 tahun 2018 mencapai 156,43 per mil dan 157,08 per mil lebih besar dari target indikator, semester 1 tahun 2019 adalah 144,99 per mil, di bawah target indikator. Rata-rata capaian peserta Prolanis rutin berkunjung dan rata-rata capaian rasio rujukan rawat jalan non spesialistik pada periode yang sama, hasilnya di atas target indikator. Rata-rata capaian pembayaran kapitasi pada periode yang sama berturut-turut : 97,74%; 98,07%; 98,07%. Puskesmas Karanganyar rata-rata capaian pembayaran kapitasinya terendah selama tahun 2018 serta semester 1 tahun 2019 sebesar 92,50%.

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Implementation of the Cardiovascular Health Awareness Program (CHAP) for adults on a waiting list for a family physician

10.21203/rs.3.rs-21925/v2 ◽

2020 ◽

Author(s):

Janusz Kaczorowski ◽

Marie-Thérèse Lussier ◽

Magali Girard ◽

Audrey Beaulieu-Carbonneau

Keyword(s):

Community Health ◽

Family Physician ◽

Primary Healthcare ◽

Cardiovascular Health ◽

Family Physicians ◽

Waiting List ◽

Health Awareness ◽

Community Health Centres ◽

Regular Source ◽

Health Centres

Abstract Background: The Cardiovascular Health Awareness Program (CHAP) was originally developed and evaluated as a community-based cardiovascular disease (CVD) prevention program in communities where access to family physicians was not a significant issue. Many Canadians now face sub-optimal access to a regular source of primary healthcare. Centralised waiting lists and prioritization based on urgency of medical need were created to address this problem. Our objective was to assess the potential benefits of offering a modified version of the CHAP program to adults on the waiting list.Methods: The implementation was conducted in Laval (Canada), targeting individuals 40 years of age or older who were registered on the waiting list (GACO) and had a priority code of 3. Participants were invited through a personalized letter to attend sessions in community health centres. The sessions were facilitated by trained volunteers and supervised by a nurse. During the sessions, participants completed CVD risk profiles, risk of type 2 diabetes questionnaire (CANRISK); had their blood pressure, height and weight as well as waist circumference measured; received targeted healthy lifestyle and patient education materials; and were referred to local programs including a medical follow-up, when required. Results: A total of 2,036 invitation letters were sent resulting in 281 (14.2%) participants attending one of 26 3-hour sessions held in 4 community health centres, assisted by 33 volunteers and supervised by a nurse. The average age of attendees was 58.1 (SD=8.2) and a majority were female (58%, n=163). Most participants were sedentary (57.3%, n=161), had low fruit and vegetable consumption (54.4%, n=153), and were overweight (38.9%, n=109) or obese (41.7%, n=117). A third of participants (34.2%, n=96) had BP ≥140/90 and 11.4% (n=32) were classified as having a very high risk for developing diabetes. Over 40% (n=117) of participants were referred to health promotion programs offered by local health authorities and 4.6% (n=13) were referred to family physicians or emergency departments (1.8%, n=5) for short-term medical assistance.Conclusions: Many Laval adults on a waiting list for a family physician would greatly benefit from having a regular source of primary healthcare to prevent, delay, and manage their cardiovascular health.

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Developing a Tool to Assess the Quality of Socio-Demographic Data in Community Health Centres

Applied Clinical Informatics ◽

10.4338/aci-2012-10-cr-0041 ◽

2013 ◽

Vol 04 (01) ◽

pp. 1-11 ◽

Cited By ~ 2

Author(s):

A. Shachak ◽

M. Laberge

Keyword(s):

Data Quality ◽

Quality Assessment ◽

Community Health ◽

Rating Scale ◽

Demographic Data ◽

Community Health Centres ◽

Staff Members ◽

Health Centres ◽

Quality Framework

SummaryObjective: The objectives of this study are to 1) create a quality assessment tool for socio-demographic data aligned with the needs of Community Health Centres (CHCs) and based on the data quality framework of the Canadian Institute for Health Information (CIHI), and 2) test the feasibility of the tool in CHCs.Methods: The tool was developed based on both theoretical and practical knowledge. A review of the literature was performed to identify data quality frameworks and dimensions that could be employed. In addition, informal discussions with Community Health Centres staff members holding various positions were conducted and a team of subject matter experts was established. This approach supported the alignment between the tool (i.e., the indicators developed, the rating scale, and weighting system) and the setting for which it has been designed. The tool was pilot tested in five CHCs across Ontario.Results: The decision to focus on socio-demographic data was based on findings from the discussions with staff members. The team established nine principles for the development of the tool, including the use of computer software, whenever possible, to query the data and ensure consistency of the measurement. Data quality scores ranged from 45 to 74 on a scale of 0 (lowest quality) to 100 (highest data quality), with one CHC that was not able to run all of the queries. The feedback from staff was positive and supports the feasibility of the tool as an application of the CIHI data quality framework in a local setting.Conclusion: Pilot test results demonstrate the feasibility of the tool and an applicability of the CIHI framework as a basis for developing tools for data quality assessment in health care organizations.Citation: Laberge M, Shachak A. Developing a tool to assess the quality of socio-demographic data in community health centres. Appl Clin Inf 2012; 4:1–11http://dx.doi.org/10.4338/ACI-2012-10-CR-0041

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