Client satisfaction in Thalassemia Control Unit , North Bengal Medical College and Hospital, Darjeeling district, West Bengal
Keywords:
Thalassemia, Client Satisfaction, Management
Abstract
Background: Health of a nation lies in hands of its people. India harbours a huge load of thalassemia , the fatal yet preventable condition, in various forms. Haemoglobin E has prevalence of 3-10% in West Bengal and is believed to be harboured mostly by Rajbanshis, who form majority of the local population in this terrain. Hence effective utilization of services provided is of utmost importance. Satisfaction of clients determines optimum service utilization, an indicator of effective health outcome and desirable health indicators. Accountability, accessibility, availability and sensitivity to felt needs of community by health staffs engaged in service delivery ensure satisfaction among beneficiaries. Thalassemia control unit (TCU) is a state government endeavour which aids in case and carrier detection through screening programs and there further management. The objectives of the study were to assess client satisfaction among beneficiaries regarding various aspects of services provided to them at TCU and resolve issues with managerial skills.Methods: Study was conducted in TCU of North Bengal Medical College for six months. Study subjects were selected by systematic random sampling technique pertaining to study criteria. 120 beneficiaries were studied. Predesigned, pretested schedule adapted from CSQ8 Questionnaire was applied and exit interview was done. Satisfaction of clients in different components was assessed and means scores compared. Health staffs were also interviewed. Results: Among selected beneficiaries 40 were known to health staffs at clinic. Majority were adults, Hindus, females and illiterates. Satisfaction level regarding different components varied among respondents. Significant difference was noted among two groups of respondents regarding behaviour of staffs at the clinic. Managerial issues were addressed after prioritization and categorization.Conclusion: Satisfaction levels varied for different components among respondents. Significant difference was noted regarding behaviour of staff to known beneficiaries .Various issues existed which were neglected but could be addressed with managerial skills. Appropriate health education and sensitive interventions may prove beneficial. However, a larger study with more representative sample is warranted. DOI: 10.21276/AABS.2017.1309References
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2. Verma IC, Saxena R, Thomas E, Jain PK. Regional distribution of β -thalassemia mutations in India. Hum Genet. 1997;100:109-113.
3. Larsen DL, Attkisson CC, Hargreaves WA, Nguyen TD. Assessment of client/patient satisfaction: Development of a general scale, Evaluation and Program Planning. 1979; 197-207. Available from http://www.CSQscales.com /.[last accessed on 2016 July 26]
4. Tabish S A. Health Planning. In: Tabish SA,editor. Hospital and Health Services administration: Principles and Practice,3rd ed. New Delhi: Oxford University Press; 2005. p. 43-51.
5. Discussion Paper on Scales for Measuring Customer Satisfaction. Available from: www.marketdirectionsmr.com/wp-files/wp.../02/SurveyScales.pdf [last accessed on 2016 June 7]
6. Sinhababu A, Mahapatra BS, Das D, Mundle M, Soren AB, Panja TK. A study on utilization and quality of coverage of antenatal care services at the subcentre level. Indian J Public Health. 2006;50(1):49-52.
7. Aikat A, Biswas R. In search of a new accountability: the voice of patients. The Health 2011; 2(2):48-50.
8. Kapil U. Utilisation of health care facilities by “At risk” children. Indian J Community Med 1989; 14(2):83-4.
Published
2017-02-21
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