The responsiveness of health service provider and quality of services when provided at three selected urban primary health care sites in Dhaka city, Bangladesh: A cross–sectional study

Abstract

Introduction Responsiveness of Health Service Provider (HSP) and quality of services when provided resembles basic professional and social duties of HSP towards their clients.Because of poor responsiveness and quality of services when provided, clients lose their trust towards HSP. These factorsare very important to improve relationship between HSP and clients, clients’ satisfaction, quality of care and finally increase utilization of Urban Primary Health Care Centre services (UPHC). Objectives This study was done to determine the responsiveness of health service provider and quality of services when provided at selected UPHCs in Dhaka city. Methodology A cross sectional quantitative study was conductedin three UPHCs in Dhaka cityfrom November to December 2017. 257 exit interviewswere conducted bysystematic random sampling for responsiveness and quality of services when provided.49 observations of client-provider interactions were conducted using Responsiveness of Physician (ROP) scale.For exit interview, dichotomous variable was used. Descriptive analysis was done using Stata v 12.1. Findings Majority (90%) of HSP listen carefully, explained about the diseases, facilitated about follow-up, and client understood information clearly. More than 70% of the clients found the providers approach were friendly though only 37% had social talk with the clients. 41% of the clients reported that the providers shared emergency contact number. Around 67% of clients were not asked allergic history and in 47% case consent was not taken before procedure. Being urban area, for more than 39% clients services were not given similar in terms of social status like gender, ethnicity, economic and social status. Fortangible items like gloves (80%) and thermometer (55%) were mostly missingin all UPHCs.88% of theHSP were reliable, 93% assured the client and 91% showed empathy in all facilities. Clients were mostly satisfied withdoctor’s behaviour and dissatisfied about the long waiting time (average 37 minutes)in all UPHCs. Conclusion: This study has highlighted some important gaps in responsiveness of HSP which translate into the quality of care being provided to clients seeking care from UPHC. Friendliness of HSP should be increased and services should be provided with respect.