Explaining women's high satisfaction with objectively poor quality childbirth services: Armenia as a case study
Grigoryan, R.; Thompson, M.E.; Crape, B.; Hekimian, K.
Health Care for Women International 36(1): 121-134
2015
ISSN/ISBN: 0739-9332 PMID: 25126825 DOI: 10.1080/07399332.2014.946507Document Number: 528655
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.