A baseline cross-sectional study to assess patient satisfaction (18–60 years) toward Apli Chikitsa (free of cost medical laboratory tests) services provided at an urban health training center: A PPP model

Abstract

Introduction: Assessing satisfaction with healthcare services is one of the cornerstone methods to evaluate success and identify obstacles during the process for the patients. Identifying crucial information helps in course correction and better healthcare delivery to the patients. Apli Chikitsa is a novel PPP model-based free of cost laboratory service made available to the patients by the municipal corporation. Around 150 blood tests are offered free of cost and through peripheral dispensaries to the patients. The present study was undertaken to assess the satisfaction of patients with the service and service-related aspects. Methodology: A cross-sectional observational urban health center-based study was undertaken to assess the satisfaction of patients toward the Apli Chikitsa laboratory service. Institutional ethics committee clearance was obtained before commencing the study. Four hundred patients availing of the laboratory services were enrolled by alternate sampling method. A semistructured questionnaire was administered; five-point Likert scale was used to assess satisfaction toward the service and related aspects. Results were summarized using tables and charts, and percentages and proportions were used wherever necessary. Data were analyzed using Microsoft Excel. Results: Among the study participants, overall satisfaction was observed among 71.25%, and 100% satisfaction was observed in relation to cost of service, maintenance of privacy and confidentiality, and getting all the requested tests done. The problem of overcrowding (96.75%) was observed by a majority. Satisfaction was low regarding the cleanliness of toilets (48.75%). Conclusion: Based on the findings, it can be concluded that the overall satisfaction is the Apli Chikitsa laboratory service is good, and it is a good model for replication for laboratory service delivery in peripheral areas away from tertiary care centers. Overcrowding should be managed, and cleanliness of toilets to done at frequent intervals, along with proper and visible use of signages, should be done to improve the satisfaction of the patients.

Keywords

• apli chikitsa
• laboratory services
• patient satisfaction