Quality of care is Myth or Reality? A study of PHCs in Maharashtra
Abstract Background:Maharashtra State Quality Assurance Program was evolved and pilot project was launched in 2006-07. In 2011 as Phase three it was launched in Beed district.Objectives:Objectives of the present study are to assess client’s perception on quality and satisfaction of healthcare at PHCs and their correlates and job satisfaction among health personnel.Methods:Cross sectional study was conducted among randomly selected 20 PHCs from Beed district.Data collected from 400 new clients of outpatient department of PHCs. From clients, demographics, socioeconomic status, perception on quality of outpatient care and their satisfaction were collected using structured questionnaire. From the health personnel data on socio-demographic details, and job satisfaction were collected. Univariate, bivariate, and multivariate analyses were performed.Results:In total 50 % of clients perceived better quality and 53% of them were satisfied with the services of PHCs. The factors found to be significantly associated with perception of better quality of services and client satisfaction were sex, education, occupation, perception on provider’s attitude, examination time and opted due to financial reasons. About 57% health personnel satisfied with job. All dissatisfied were medical officers.Conclusion:The study found only around half of them is satisfied with services. Findings suggest infrastructure and drug alone will not improve the satisfaction, but the state need to improve the human aspects of services with more interaction and thorough examination of the clients. To improve services working conditions will have to be improved for health personnel.