Community Perception and Client Satisfaction about the Primary Health Care Services in an Urban Resettlement Colony of New Delhi

Abstract

Research question: This study attempts to assess the community perception and client satisfaction of primary health care services provided by mobile health clinics.

Objectives: To assess the awareness of the community about mobile health clinic services and its utilization in an urban area and to assess the client satisfaction of those who have utilized the services.

Study design: A cross-sectional community-based study.

Setting: Dr. Ambedkar Nagar, urban resettlement colony of New Delhi.

Study period: July 2006 and September 2006.

Participants: For exit interviews, patients who have utilized the mobile health clinic; for community interviews, an adult member present in the family.

Materials and methods: For the community survey, two blocks were randomly chosen and the interview was carried out by house visits. For exit interviews, patients were selected randomly from those attending the mobile health clinic.

Statistical analysis: Descriptive statistical analysis.

Results and conclusions: A total of 377 interviews were conducted (295 community interviews and 82 exit interviews). It was seen that 82% were aware of the mobile health clinic but more than two-thirds preferred private practitioners; reasons given were that they have more trust in private practitioners, convenient timings, and less waiting time. Approximately two-thirds to three-fourths of the clients were satisfied with the mobile health clinic services. Client satisfaction is an important measure of the quality of health care and needs to be addressed in order to improve the utilization of primary health care services in urban areas.

Keywords: Client satisfaction; India; community perception; primary healthcare.