Patient perceptions of the quality of health services in South Africa quality management conference (in association with COHSASA)
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Patient perceptions of quality drives acceptability of health services (Penchansky and Thomas, 1981). ▪ Services not acceptable less likely to return for follow-up, less likely to seek healthcare, more likely to access private sector. ▪ Bypassing of closest clinics (Burger & Christian, 2018; Rao & Sheffel, 2018). ▪ Patients with low-quality perceptions of public healthcare services prefer to utilise private healthcare facilities (Burger et al., 2010; Van der Berg et al., 2010). ▪ Understanding quality of health services – from a user’s perspective – is essential for health outcome improvements.