Related Experiment Video
Updated: Jun 3, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Measuring perceived quality of measuring quality health care services in India
1Department of Business Administration, University of Lucknow, Lucknow, India. ritu_vnarang@yahoo.co.in
Purpose:
The objective of this paper is to understand the perception of patients towards health care services in Lucknow based on the 20-item scale.
Design/Methodology/Approach:
The 20-item scale was administered to 500 users of health care centres comprising a tertiary health centre, a state medical university and two missionary hospitals in Lucknow, India.
Findings:
The scale was found to be reliable to a great extent with an overall Cronbach alpha value of 0.74. "Health personnel and practices" and "health care delivery" were found to be statistically significant in impacting the perception. Respondents were relatively less positive on items related to "access to services" and "adequacy of doctors for women". The tertiary health centre was rated poorer than the medical university and missionary hospitals.
Research Limitations/Implications:
This tool may be applied for qualitative assessment of the services of health care programmes as well as health care centres of India.
Practical Implications:
The paper draws the attention of health policy makers in considering the requirements and opinions of patients to effect substantial change and significant improvement in the quality of the health care services for better and increased utilization of the services.
Originality/Value:
The paper fulfils the need of measuring perceived quality of health care services and points out that the improvement in health care services requires immediate and urgent attention from policy makers.
Related Concept Videos
Health Information Technology and Healthcare Information System
Health Information Technology, commonly called HIT, integrates advanced information systems and technology in healthcare settings. Its primary functions include:
Quality Assurance
Methods Of Healthcare Delivery System
Managed Care System:
The managed care system is designed to control the cost while maintaining the quality of care. The patient's care from admission to discharge is planned by the primary care provider or the case manager, also known as the gatekeeper. In a managed care system, the number of care providers is limited...
Purpose of Health Records I
Here's a breakdown of how health records serve these purposes:
Primary Healthcare Services
In 1978, international leaders convened in Alma-Ata, Kazakhstan, for what would be a pivotal event in global health. The Alma-Ata Declaration was the first to call...
Secondary Healthcare System

