The Association Between Institutional Primary Healthcare Service Quality and Patients’ Experiences with Community Health Centres: Results from the Greater Bay Area Study, China

Abstract

Background: To explore the association between the service quality of community health centres (CHCs) as the supplier evaluation and patients’ experiences of health services as the demand-side evaluation.Methods: This study was conducted at six CHCs in the Greater Bay area of China. During August–October 2019, 1568 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-Centered Medical Home (NCQA-PCMH) recognition questionnaire. We assessed patients’ experiences with medical and health services using the Primary Care Assessment Tools (PCAT). Results: The global PCAT score was higher at the CHCs with higher NCQA-PCMH levels, showing positive dose-effect trends. This was similar for the PCAT sub-dimensions. For example, the scores of each PCAT sub-dimension of NCQA-PCMH Level 3 were significantly higher than those of Levels 2 and 1. Except for D and F dimensions, the scores of other sub-dimensions of Level 2 were significantly higher than those of Level 1.Conclusions: Our results indicated that better institutional service quality evaluation determined by the NCQA-PCMH led to better patients’ experiences as determined by the PCAT. Our findings added new evidence in support of better institutional primary healthcare service quality leading to better experiences among patients, and would help further improve the patient-centred primary healthcare service policy and management.