Patients' perceived service quality for Mahatma Jyotiba Phule Jan Arogya Yojana: A study conducted at tertiary care hospital in Raigad district

Introduction: Mahatma Jyotiba Phule Jan Arogya Yojana (MJPJAY) is a state governments' health insurance scheme of free quality critical care for low income families. Aim: The aim of this study was to assess the patients' awareness about the MJPJAY scheme and to study patients' perception about the scheme through Service Quality (SERVQUAL) at tertiary care hospital. Materials and Methods: A total of 100 exit interviews of MJPJAY beneficiaries (patients) were conducted through structured questionnaire over 6 months' study period, who availed the services of MJPJAY. Results were analyzed by descriptive statistics and displayed in the form of percentage. Service quality has been measured with "SERVQUAL" a scale to assess the perception of MJPJAY beneficiaries. Results: A total of 100, 71% males and 29% females benefitted by the scheme. The mean age of MJPJAY beneficiaries was 20 years. The SERVQUAL score of MJPJAY services provided at tertiary care hospital was found to be satisfactory at 4 rating on Likert scale for all five dimensions. Conclusion: In this study, their perception has been measured by service quality (SERVQUAL) tool, consisting a set of questions that mainly focuses on soft skills used by service provider, which allows patients to express their opinion regarding services rendered to them by the hospital.