Satisfaction Affecting Factors of Mohalla Clinic Services in the Times of COVID -19 Pandemic: A Cross-Sectional Study

Abstract

The Delhi government has launched the Mohalla clinic concept in the year 2015 to make health universal and strengthen the primary care system of Delhi. The basic aim was to provide primary care to people located in remote and poor areas of Delhi. This study was conducted from April 2020 to July 2020 to determine the community dwellers' perception and satisfaction level towards Mohalla clinics and their role in the situation of the COVID-19 pandemic. An online survey was conducted with pretested and validated questionnaire. The questionnaire consisted of 28 items, which were identified with the help of a literature review. The responses were collected from 100 respondents selectively from the ones who have availed the Mohalla clinic's service. The analysis of the results revealed that the perception of the community toward the Mohalla clinic is positive. Moreover, out of all the identified factors impacting satisfaction, the availability factor, which includes the availability of doctors and medicines, had the highest influence on the perception of satisfaction from Mohalla Clinics. Additionally, 58 % of the current users have shown willingness to utilize the Mohalla clinic services, even in the times of COVID-19. This is an important finding. It postulates that the Delhi government should focus on the availability of medicines and medical staff to improve satisfaction and render healthcare services in COVID-19.