Expectations of healthcare quality: A cross-sectional study of internet users in 12 low- and middle-income countries
PLoS Medicine Aug 12, 2019
Roder-DeWan S, Gage AD, Hirschhorn LR, et al. - Given that in low- and middle-income countries (LMICs), high satisfaction with poor-quality care is common, which could be due to low expectations of care among people, researchers sought to better understand the expectations of healthcare quality in LMICs. Using an innovative internet sampling methodology, information from 17,996 individuals from Argentina, China, Ghana, India, Indonesia, Kenya, Lebanon, Mexico, Morocco, Nigeria, Senegal, and South Africa, was collected. Vignettes describing poor-quality services—inadequate technical or interpersonal care—for 2 conditions were included in the survey to elicit expectations of healthcare; good ratings for poor-quality care approximate low expectations. High ratings were given to poor-quality care by the majorities of the internet-using public indicating their low expectations of healthcare quality. Low expectations of health services seem resulting in reduce demand for quality, lessen pressure on systems to deliver quality care, and increase satisfaction ratings. These findings emphasize considering policies and interventions to raise people’s expectations of the quality of healthcare they receive in health system quality reforms.
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