*Medical Officer I/C, Rural Health Training Centre, CHC CHIRI, Dist. Rohtak
**MBA (MH), Health Management, Sikkim Manipal University
***Professor, Department of Community Medicine, PGIMS, Rohtak
****Professor, Department of Anatomy, PGIMS, Rohtak
*****Associate professor, Department of Institute of Management Studies and Research (IMSAR), Maharishi Dayanand University, Rohtak
******Asst. Professor, Department of Community Medicine, PGIMS, Rohtak
Online published on 13 June, 2013.
What are the service quality dimensions under ESI Scheme on patient's satisfaction?
To determine service quality dimensions under ESI Scheme on patient's satisfaction.
Cross-sectional, descriptive
ESI dispensary, Shivaji colony Rohtak
500 Study participants
Participants were selected through systematic random sampling among those visiting the outdoor patient department (OPD) in ESI dispensary. Exit interview technique was used and every 5th participant was interviewed. Informed consent was obtained from all participants with understanding so that identity will not be revealed in any form and the information gathered in this interview will be used only for research purposes.
Percentage, simple proportion, chi square test, linear regression modelusing SPSS version 17.0 software.
The study population comprised of 500 persons [66.8% males and 33.2%females]. Around one third (27%) study participants were dissatisfied with quality of health care services provided under ESI scheme. Most common reasons for dissatisfaction among insured persons and their dependents were not good quality medicines (52.59%) and complete medicines (41.48%).
There is need to strengthen the quality of health care service at ESI dispensary.
Service quality dimensions, ESI Scheme, Patient’s satisfaction, Insured person
