EVALUATING THE QUALITY OF PRIMARY HEALTH CARE SERVICES AT BASIC HEALTH UNITS IN MUZAFFARGARH

Abstract

This study investigates patient perceptions of service quality in rural Basic Health Units (BHUs) in Muzaffargarh, Punjab, with a particular focus on both process and structural dimensions of care. The objective was to assess key factors influencing patient satisfaction and trust in primary healthcare services. A quantitative, cross-sectional survey design was employed, collecting data from 426 patients through structured questionnaires across selected BHUs in two tehsils. The target population included OPD patients who were selected using systematic random sampling. The questionnaire focused on variables such as staff behavior, waiting time, communication, accessibility, and facility conditions. Findings indicated that while infrastructural improvements were generally acknowledged, significant dissatisfaction persisted with provider conduct, long waiting times, and poor communication. These process-related deficiencies had a more pronounced impact on patients' trust and perceptions than structural factors alone. The study concludes that improving service quality in rural primary healthcare requires moving beyond infrastructure upgrades to include staff training, performance incentives, and active patient engagement. These findings have implications for policy reforms, especially in marginalized areas where strengthening patient trust is vital for better health outcomes.