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The IUP Journal of Operations Management :
Assessment of Total Quality of Healthcare in Rural Primary Health Centers
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Primary Health Center (PHC) is the cornerstone of healthcare services in rural areas. To assess the perception of the quality of healthcare delivery, a survey was carried out at three rural PHCs located at Honaga, Mutaga and Sulebhavi in Belagavi taluka of Karnataka. Two questionnaires—(i) demographic data and (ii) services provided grouped under 14 parameters with 114 questions —were designed. The survey was carried out with written consent from the patients seeking healthcare services at the PHCs after explaining them the study design. A comparison of the demographic data in terms of gender, age, education, employment status and income was carried out. The services were compared by the distribution of mode. Cronbach’s alpha for internal consistency, mean, standard deviation, one-way Analysis of Variance (ANOVA), a quality index-based arithmetic mean were also reported. The Pearson coefficients were positively correlated and relative contribution of parameters on patients’ satisfaction was reported. The pair-wise comparison of PHCs indicates a significant difference among the three PHCs. The patients seeking healthcare services are predominantly women and have low educational background and low income. The service quality in the PHCs in Mutaga and Sulebhavi is identical and better than those at Honaga.

 
 

Primary Health Centers (PHCs) play a vital role between individuals and the healthcare delivery system, bringing healthcare delivery to the rural masses. These PHCs provide preventive, curative, promotive and rehabilitative care. Healthcare providers and the community are expected to cooperatively assess health needs and select a cost-effective healthcare approach. The assessment of patient’s satisfaction has become an important concern in the evaluation of health services. Health Technology Assessment (HTA) is a multidisciplinary field of applied research aimed at providing information about the clinical effectiveness, cost-effectiveness, and broader impact of drugs, medical technologies and health interventions. Against this backdrop, the present study assesses the quality of healthcare delivery in 3 of the 12 PHCs located in Belagavi Taluka of Karnataka state. These PHCs are located at Honaga, Mutaga and Sulebhavi and are rural PHCs. The survey is carried out with permission from District Health Officer, Belagavi.

 
 

Operations Management Journal,Primary Health Center (PHC), Demographic Data,One-Way Analysis of Variance (ANOVA).