Patients' perception of service quality in a healthcare not-for-profit organisation

Service organisations should be aware of those elements that are perceived as excellent quality and incorporate these as part of their service offering. However, a not-for-profit (NPO) healthcare organisation consists of a diverse group of stakeholders who have different perspectives and interests. Service quality therefore requires a multidimensional definition that comprehends all their needs and expectations.Methods: Perceived service quality experienced by patients was measured by completion of the Service Performance (SERVPERF) questionnaire. A total of 111 patients completed the questionnaire across three mobile clinics supported by an NPO.Results: The research results suggested that service quality at the mobile clinics was of a very high standard, with no meaningful differences between clinics, age groups or gender. However, the responses had very little variance and could have been subjected to response bias or extreme bias. The absence of a comparator organisation could also have had an influence on responses given by respondents. Conclusion: Healthcare service organisations should strive towards maintaining high standards and engage in continuous measurement and improvement of their service quality as part of their quality management process. By measuring the current level of service experienced by patients, insights have been identified where adjustments might have a positive effect on perceived value. Future research recommendations include suggestions to increase the sample population, taking the service setting into account and further studies to confirm the validity and reliability of solicited service quality questionnaires in a NPO setting.

Profile of health facilities and determinants of the family planning services supply to unmarried adolescents in Burkina Faso, Ghana, and Niger

Objectives: Despite numerous interventions to facilitate adolescents' access to family planning (FP) services in West Africa, studies reveal that unmarried adolescents have difficulties accessing these services. This study analyses the supply of the FP services package to unmarried adolescents as well as the profiles of the facilities that provide this package in Burkina Faso, Ghana, and Niger. Also, it examines the determinants of the supply of this package. Design: The study adopted a spatiotemporal descriptive analysis and a binary logistic Generalized Estimating Equation (GEE) model. The data come from surveys conducted in the three countries between 2013 and 2019 as part of the Performance Monitoring and Accountability 2020 program. Participants: The target population consists of health facilities that provide health services. Results: The study indicates that more than 80% of FP services are provided by basic health facilities in Burkina Faso and Niger, while in Ghana, the profile is more diversified, including hospitals, polyclinics, and public and private primary health centres. The econometric analysis indicates that regional ownership, examination of client opinion data, ownership of a functioning computer, and knowledge of the served population are the main determinants of the supply of the FP services package to unmarried adolescents. Conclusion: By identifying facility profiles and determinants of FP services supply, this study provides a pathway for action to ensure that adolescents have access to these services regardless of their marital status in West Africa.