Thematic analysis of written transcripts
| Questions- SERVQUAL model | Word selection | Behavioural reaction | No. of respondents | Average respondents/CHC | Observed themes |
|---|---|---|---|---|---|
| Hospital Infrastructure Reliability of treatment and diagnostic facilities Assurance of Treatment Responsiveness and empathetic behaviour of staff | Everything is alright, Best facility, Efficient Staff, Very helpful, All Tests are done, Medicines are provided inside, Regular visit, Not spent a penny on treatment from two days, Staff is always available, Hospital is clean like home, They do not care about the patient, Staff is sleeping on night duty, She did not come after multiple calls, They do not examine patients properly | Consciousness | 78 | 8.7 | Hospital Staff Presence |
| Pause | 64 | 7.1 | |||
| High amount of Aggression | 29 | 3.2 | |||
| Nervousness | 18 | 2.0 | |||
| Fumbling to Respond | 26 | 2.9 | |||
| Smiling and Leaving | 31 | 3.4 | |||
| Looking Around | 66 | 7.3 | |||
| We have only this hospital to visit for treatment, This doctor is good- rest I don't know, They follow proper procedure, I am fully satisfied, I cannot just say bad about anyone, Sir you come for one day and we have to deal with them for our purpose | Fear | 34 | 3.8 | Perceived Risk of Maltreatment | |
| Nervousness | 18 | 2.0 | |||
| Casual reaction to a questions | 46 | 5.1 | |||
| I cannot say anything, If I said anything it may affect the doctor, This is my first visit to a hospital in a lifetime, They are good, i.e. why Government appointed them, Talking bad about someone is a sin | Avoiding questions | 61 | 6.8 | Sensitivity of the Topic/Question | |
| Caution | 57 | 6.3 | |||
| Giving ambiguous answers | 49 | 5.4 |
| Questions- SERVQUAL model | Word selection | Behavioural reaction | No. of respondents | Average respondents/CHC | Observed themes |
|---|---|---|---|---|---|
| Hospital Infrastructure | Everything is alright, Best facility, Efficient Staff, Very helpful, All Tests are done, Medicines are provided inside, Regular visit, Not spent a penny on treatment from two days, Staff is always available, Hospital is clean like home, They do not care about the patient, Staff is sleeping on night duty, She did not come after multiple calls, They do not examine patients properly | Consciousness | 78 | 8.7 | Hospital Staff Presence |
| Pause | 64 | 7.1 | |||
| High amount of Aggression | 29 | 3.2 | |||
| Nervousness | 18 | 2.0 | |||
| Fumbling to Respond | 26 | 2.9 | |||
| Smiling and Leaving | 31 | 3.4 | |||
| Looking Around | 66 | 7.3 | |||
| We have only this hospital to visit for treatment, This doctor is good- rest I don't know, They follow proper procedure, I am fully satisfied, I cannot just say bad about anyone, Sir you come for one day and we have to deal with them for our purpose | Fear | 34 | 3.8 | Perceived Risk of Maltreatment | |
| Nervousness | 18 | 2.0 | |||
| Casual reaction to a questions | 46 | 5.1 | |||
| I cannot say anything, If I said anything it may affect the doctor, This is my first visit to a hospital in a lifetime, They are good, i.e. why Government appointed them, Talking bad about someone is a sin | Avoiding questions | 61 | 6.8 | Sensitivity of the Topic/Question | |
| Caution | 57 | 6.3 | |||
| Giving ambiguous answers | 49 | 5.4 |
Source(s): Authors