Service Providers’ View About Improving Quality of Services in Government Hospitals: A Delphi Study

Abstract

Ensuring good quality services in government hospitals is a critical challenge, particularly in resource-constrained settings. The hospitals are faced with challenges like increasing health problems, growing population challenges, and rising patient awareness and demands. The study explores strategies to enhance service quality in government hospitals by capturing the perspective of doctors. A three-round Delphi technique was adopted to reach an expert consensus among doctors working in government hospitals of Rajasthan. The initial questionnaire was formed based on thematic analysis. A purposive sampling technique was used to select the experts, and the response rate for each round was over 85%. The statements were rated both on their importance and feasibility on a five-point Likert scale. At the end of each round, median rating and interquartile range (IQR) were calculated for all the responses on the statements. The statements which received consensus after three rounds were selected as the final recommendations of the study. The study recommendations largely addressed issues pertaining to enhancing administrative efficiency, facilities for patients and attendants, providing incentives to health care professionals and hospitals, and digitisation. This study contributes to the literature by providing practical, context-specific recommendations pertaining to government hospitals. Engaging doctors in hospital management decisions is vital for ensuring sustainable improvement in service delivery and patient outcomes.