Perceived Quality of Public and Private Health Care Services: A Comparative Assessment in Rural West Bengal, India

Abstract

The paper reports findings from a quality assessment exercise based on respondents’ perceptions on different domains of service quality in a comparative manner between public and private health facilities in rural West Bengal, India. Based on a sample survey, and a combination of ex-ante and ex-post ratings on service quality, the findings indicate consistently better and positive ratings for services offered by private providers. Public facilities are found to have poor quality of services in interpersonal domains of quality, behaviour and proper explanation and counselling of patients and availability of drugs and medical equipments. Quality assessments based on general perceptions as well as actual types of services utilised highlight major lacunae in quality of service delivery in public facilities. While providing possible explanations for difference in quality assessments between public and private providers, few aspects of health service delivery in India that has its bearings on service quality are outlined and possible policy measures discussed.