Central Data Catalog

Citation Information

Type Journal Article - International Journal of Health Care Quality Assurance
Title Service quality in contracted facilities
Volume 28
Issue 5
Publication (Day/Month/Year) 2015
URL http://www.emeraldinsight.com/doi/abs/10.1108/IJHCQA-05-2014-0066
This study explores the readiness of contracted and non-contracted first level healthcare facilities in Pakistan to deliver quality maternal and neonatal health (MNH) care. A balanced scorecard (BSC) was used as the assessment framework.

Using a cross sectional study design, two Rural Health Centres (RHCs) contracted out to Aga Khan Health Services, were compared with four government managed RHCs. A BSC was designed to assess RHC readiness to deliver good quality MNH care. Twenty indicators were developed, representing five BSC domains: health facility functionality, service provision, staff capacity, staff and patient satisfaction. Validated data collection tools were used to collect information. Pearson Chi-Square, Fisher’s Exact and the Mann-Whitney test were applied as appropriate to detect significant service quality differences among the two facilities.

Contracted facilities were generally found to be better than non-contracted facilities in all five BSC domains. Patients’ inclination for facility-based delivery at contracted facilities was however significantly higher than non-contracted facilities (80% contracted vs. 43% non-contracted, p= 0.006).

Practical implications
The study shows that contracting out initiatives have the potential to improve MNH care.

This is the first study to compare MNH service delivery quality across contracted and non-contracted facilities using BSC as the assessment framework.

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