TY - JOUR
T1 - The institutional primary healthcare service quality and patients’ experiences in Chinese community health centres
T2 - results from the Greater Bay Area study, China
AU - Liu, Ru Qing
AU - Shi, Leiyu
AU - Meng, Yi Fan
AU - He, Ning
AU - Wu, Jing Lan
AU - Yan, Xin Wen
AU - Hu, Ru Wei
N1 - Funding Information:
This work was supported by grants to Dr. Ruwei Hu from the National Social Science Found of China (no. 17BGL190) and the China Medical Board (CMB-OC; no. #15–224).
Publisher Copyright:
© 2021, The Author(s).
PY - 2021/12
Y1 - 2021/12
N2 - Background: The goal of this paper was to assess the quality of primary healthcare services at community health centres (CHCs) from the demand (patient) and supplier (healthcare service institution) angles. Methods: This study was conducted at six CHCs in the Greater Bay Area of China. Between August and October 2019, 1,568 patients were recruited (55.8% women and 44.2% men). We evaluated the service quality of CHCs using the National Committee for Quality Assurance Patient-Centred Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results: PCAT total and sub-domains scores were significantly difference at the six CHCs (P < 0.001). Among the six CHCs, Shayuan CHC had the highest PCAT total and sub-domain scores and the highest NCQA-PCMH total and sub-domain scores, as well. Older (> 60 years), female, lower education, and employee medical-insured individuals had better patient experiences. Conclusions: Our results indicate that CHCs could improve their service quality by improving both institutional health service quality based on NCQA-PCMH assessment and patient experiences based on PCAT scales. These findings can help inform patient-centred primary healthcare policy and management.
AB - Background: The goal of this paper was to assess the quality of primary healthcare services at community health centres (CHCs) from the demand (patient) and supplier (healthcare service institution) angles. Methods: This study was conducted at six CHCs in the Greater Bay Area of China. Between August and October 2019, 1,568 patients were recruited (55.8% women and 44.2% men). We evaluated the service quality of CHCs using the National Committee for Quality Assurance Patient-Centred Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results: PCAT total and sub-domains scores were significantly difference at the six CHCs (P < 0.001). Among the six CHCs, Shayuan CHC had the highest PCAT total and sub-domain scores and the highest NCQA-PCMH total and sub-domain scores, as well. Older (> 60 years), female, lower education, and employee medical-insured individuals had better patient experiences. Conclusions: Our results indicate that CHCs could improve their service quality by improving both institutional health service quality based on NCQA-PCMH assessment and patient experiences based on PCAT scales. These findings can help inform patient-centred primary healthcare policy and management.
KW - Community health centres
KW - National Committee for Quality Assurance Patient-Centred Medical Home
KW - Primary care assessment tools
UR - http://www.scopus.com/inward/record.url?scp=85113901171&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85113901171&partnerID=8YFLogxK
U2 - 10.1186/s12939-021-01538-8
DO - 10.1186/s12939-021-01538-8
M3 - Article
C2 - 34461910
AN - SCOPUS:85113901171
SN - 1475-9276
VL - 20
JO - International journal for equity in health
JF - International journal for equity in health
IS - 1
M1 - 198
ER -