The institutional primary healthcare service quality and patients’ experiences in Chinese community health centres: results from the Greater Bay Area study, China

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. This study was conducted at six CHCs in the Greater Bay Area of China. Between August and October 2019, 1...

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Bibliographic Details
Published in:International journal for equity in health 2021-08, Vol.20 (1), p.1-198, Article 198
Main Authors: Liu, RuQing, Shi, Leiyu, Meng, YiFan, He, Ning, Wu, JingLan, Yan, XinWen, Hu, RuWei
Format: Article
Language:English
Subjects:
Community health centres
Community health services
Consumers
Coronaviruses
COVID-19
Cultural competence
Demographic aspects
Domains
Evaluation
Health care
Health care facilities
Health facilities
Health policy
Health services
Information systems
Medical screening
National Committee for Quality Assurance Patient-Centred Medical Home
Patient satisfaction
Patients
Primary care
Primary care assessment tools
Quality assessment
Quality assurance
Quality control
Quality of service
Suppliers
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Summary: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. 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). 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. 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.
ISSN:1475-9276
1475-9276
DOI:10.1186/s12939-021-01538-8