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Vol. 35. Issue 4.
Pages 237-244 (July - August 2020)
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Vol. 35. Issue 4.
Pages 237-244 (July - August 2020)
Original
DOI: 10.1016/j.jhqr.2020.06.003
A Study on the Experience of Patients regarding the Quality of Healthcare services provided in the Alipurduar District of India
Estudio de la experiencia de los pacientes sobre la calidad de la atención sanitaria prestada en el distrito de Alipurduar, India
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Biswas Barnalia,
Corresponding author
barnalibiswas@002gmail.com

Corresponding author.
, Roy Piyal Basub
a Department of Geography, Cooch Behar Panchanan Barma University, Vivekananda Street, Cooch Behar-736101, West Bengal, India
b Department of Geography, Cooch Behar Panchanan Barma University, Vivekananda Street, Cooch Behar-736101, West Bengal, India
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Statistics
Tables (6)
Table 1. Total Variance Explained.
Table 2. Rotated Component Matrix.
Table 3. Descriptive Statistics of Components of Healthcare Quality and Measurements Results.
Table 4. Summary of Regression Results on the Level of Satisfaction.
Table 5. Patients’ Experience about Quality of Healthcare according to Sample Characteristics.
Table 6. The Effect of the Presence of Paid Attendant on the Experience of Patients about Quality of Healthcare and Patients’ Satisfaction.
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Abstract
Background

Patient experience is considered an important tool to measure the quality of healthcare, which is a treatment efficiency and effectiveness outcome. This study aims to measure the level of quality provided by three hospitals in Alipurduar District, India with a focus on the patient satisfaction and to identify inequality of service received by patients from different backgrounds.

Methods

By using stratified random sampling technique and seven points Likert scale, the required primary data were collected from the patients of these hospitals with a selected sample size of 300 patients. Exploratory Factor Analysis (EFA) was used in grouping the items and Multiple Linear Regression, ANOVA, and T-test were used for analysing the data.

Results

The services delivered in these hospitals moderately (4.660 ± .787) satisfy the patients, showing an average quality of healthcare. Therefore, patients from better income groups tend to have paid caregivers to provide better care. Moreover, quality of healthcare has a significant impact (R2 = .770) on patient satisfaction which varied between respondent groups, indicating inequality in the services delivered.

Conclusions

In these Govt. hospitals where every patient has an equal right to receive quality care, due to the inequality in the patients’ socio-economic background, this is still not possible. Hospital authorities should improve the quality of healthcare by identifying deficiencies and by taking feedback from patients.

Keywords:
Patient-centred care
Quality of service
Patient satisfaction
Socio-demographic Background
Paid Caregiver
Resumen
Antecedentes

La experiencia de los pacientes se considera una herramienta importante para medir la calidad de la atención sanitaria, que es resultado de la eficiencia y efectividad del tratamiento. El objetivo de este estudio es medir el nivel de la calidad prestada por tres hospitales del distrito de Alipurduar, India, centrada en la satisfacción de los pacientes, y tratar de identificar la desigualdad de los servicios recibidos por estos en diferentes ámbitos.

Métodos

Utilizando la técnica de muestreo aleatorio estratificado, y la escala de Likert de siete puntos, se recopilaron los datos primarios necesarios de los pacientes de estos hospitales, con un tamaño de muestra seleccionada de 300 pacientes. Se aplicó el análisis de factor exploratorio (EFA), ANOVA, y la prueba T, para agrupar los ítems y analizar la regresión lineal múltiple de los datos.

Resultados

Los servicios prestados en estos hospitales satisficieron moderadamente a los pacientes (4,660 ± 0,787), lo cual refleja una calidad media de la atención sanitaria. Por tanto, los pacientes pertenecientes a los grupos con mayores ingresos tienden a contratar a cuidadores para recibir una mejor atención. Además, la calidad de la atención sanitaria tiene un impacto significativo (R2 = 0,770) en la satisfacción de los pacientes, que varía de un grupo de respondedores a otro, lo cual indica la desigualdad de los servicios prestados.

Conclusiones

En estos hospitales estatales, en los que cada enfermo tiene el mismo derecho a recibir atención de calidad, esto no es posible debido a la desigualdad de los antecedentes socioeconómicos de los pacientes. La autoridad hospitalaria debería mejorar la calidad de la atención sanitaria, identificando las deficiencias y recabando información de los pacientes, lo cual redundará en la mejora de la calidad.

Palabras clave:
Atención orientada al paciente
Calidad del servicio
Satisfacción de los pacientes
Antecedentes sociodemográficos
Cuidadores privados

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