Abstract
Despite documented low-quality care in Armenia, surveys document high ratings of patient satisfaction with health care services. We explored reasons for high satisfaction in Armenia despite poor quality. Twenty-five women who recently delivered participated in this qualitative study through in-depth interviews. Patients avoided critiquing health care services because of personal relationships with and respect for providers and fear of losing services. Although they shared an understanding of what quality care should be, many were satisfied because their low expectations were met. Further mixed methods research may explain this dissonance. Until then, patient satisfaction measures need careful, contextual interpretations.
| Original language | English |
|---|---|
| Pages (from-to) | 121-134 |
| Number of pages | 14 |
| Journal | Health Care for Women International |
| Volume | 36 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - Jan 2 2015 |
| Externally published | Yes |
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ASJC Scopus subject areas
- Health Professions(all)
- Medicine(all)
Cite this
Explaining Women's High Satisfaction With Objectively Poor Quality Childbirth Services : Armenia as a Case Study. / Grigoryan, Ruzanna; Thompson, Michael E.; Crape, Byron; Hekimian, Kim.
In: Health Care for Women International, Vol. 36, No. 1, 02.01.2015, p. 121-134.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Explaining Women's High Satisfaction With Objectively Poor Quality Childbirth Services
T2 - Armenia as a Case Study
AU - Grigoryan, Ruzanna
AU - Thompson, Michael E.
AU - Crape, Byron
AU - Hekimian, Kim
PY - 2015/1/2
Y1 - 2015/1/2
N2 - Despite documented low-quality care in Armenia, surveys document high ratings of patient satisfaction with health care services. We explored reasons for high satisfaction in Armenia despite poor quality. Twenty-five women who recently delivered participated in this qualitative study through in-depth interviews. Patients avoided critiquing health care services because of personal relationships with and respect for providers and fear of losing services. Although they shared an understanding of what quality care should be, many were satisfied because their low expectations were met. Further mixed methods research may explain this dissonance. Until then, patient satisfaction measures need careful, contextual interpretations.
AB - Despite documented low-quality care in Armenia, surveys document high ratings of patient satisfaction with health care services. We explored reasons for high satisfaction in Armenia despite poor quality. Twenty-five women who recently delivered participated in this qualitative study through in-depth interviews. Patients avoided critiquing health care services because of personal relationships with and respect for providers and fear of losing services. Although they shared an understanding of what quality care should be, many were satisfied because their low expectations were met. Further mixed methods research may explain this dissonance. Until then, patient satisfaction measures need careful, contextual interpretations.
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U2 - 10.1080/07399332.2014.946507
DO - 10.1080/07399332.2014.946507
M3 - Article
VL - 36
SP - 121
EP - 134
JO - Health Care for Women International
JF - Health Care for Women International
SN - 0739-9332
IS - 1
ER -