Service quality dimensions regarding maternal and child health-care provided to the beneficiaries attending a Nagrik Hospital Rohtak Haryana

ABSTRACT

Background: Understanding service quality dimensions regarding maternal and child health (MCH) care are important for their utilization, and it could help in planning interventions for their betterment. It also encourages adherence to the services and contributes to enhancing the quality of MCH care services provided in health-care facility. Objective: The objective of the study was to determine the services quality dimensions related to MCH care provided to beneficiaries. Materials and Methods: A cross-sectional, descriptive study conducted in Nagrik Hospital among women of reproductive age group (15–49 years) who had come at least once previously to avail the MCH services. Systematic random sampling and exit interview technique were followed and data collected using pre-designed, pre-tested semi-structured schedule and permission from Institutional Ethics Committee Maulana Azad University Jodhpur taken. To determine services quality dimensions related to MCH care, factor analysis was used. This statistical approach was utilized to construct new factors affecting the quality of MCH care services availed by the beneficiaries. The analysis was done using software Statistical Package for the Social Sciences for Windows version 18.0. Results: Among 226 study participants, 125 beneficiaries utilized maternal health care services and 101 availed child health-care services. Health-care provider’s characteristics, expectations of beneficiaries toward healthcare services attributes were found statistically significant toward perceived satisfaction for utilization pattern of MCH care services. Conclusion: Services quality dimensions related to MCH care provided to beneficiaries concluded as health-care provider’s characteristics, expectations of beneficiaries toward health-care services and support and help by supporting staff such as Yashoda, Class IV employees, and sweepers from this study.