Toward Client Centered Healthcare Services—A Scale to Measure Attendant Perceptions of Hospital Quality in India

Aim: In this study we develop and standardize an instrument to measure hospital quality from the perspective of attendants in district hospitals of an Indian Union Territory. We also measure the hospital quality across dimensions and the overall service quality. Subject and Methods: We used performance only model with attendant as a proxy respondent to measure the hospital service quality. Multistage purposive sampling technique was used to select the sample hospitals and sample respondents. Results: The results revealed that hospital service quality in district hospitals of UT of J and K, India, consists of seven dimensions. It was also found that the perceived hospital quality is moderate with an overall score of 3.26 on a five-point scale and needs significant improvement. Conclusion: The study concludes that the service quality in district hospitals of UT of J and K, India is relatively poor and needs immediate attention.