Assessment of Beneficiaries Satisfaction under Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (AB-PMJAY) in Banda District of Uttar Pradesh
DOI:
https://doi.org/10.37506/v9nr5s87Keywords:
: Patient Satisfaction; Health Services Accessibility; Universal Health Coverage; Ayushman Bharat; Government Health Insurance Scheme.Abstract
Background: Pradhan Mantri Jan Arogya Yojana, launched in 2018, is a government-funded health insurance
scheme under Ayushman Bharat, targeting 12 crore poor families (~50 crore beneficiaries). It provides ₹5 lakh per
family per year for cashless hospital care in empanelled hospitals (public & private)(1).
Objectives: This study aimed to assess the satisfaction level of beneficiaries utilizing AB-PMJAY services in the
Banda district of the Bundelkhand region and to identify factors influencing their healthcare experiences.
Methods: A hospital-based cross-sectional study was conducted among 300 AB-PMJAY beneficiaries selected
through population proportion sampling from government and private empanelled hospitals. Data were collected
using a pretested, semi-structured questionnaire covering demographics, healthcare utilization, satisfaction levels,
and encountered barriers. Statistical analysis was performed using descriptive and inferential methods.
Results: The study in Banda district reveals that AB-PMJAY effectively serves rural, elderly, and economically
vulnerable populations, with 79% from rural areas and 45.33% unemployed. Satisfaction with services was
generally high, especially with doctors (72%) and nursing staff (72.3%). Ayushman Mitras had the highest
dissatisfaction (7.3%), indicating scope for improvement. Beneficiaries without treatment issues reported greater
satisfaction (28.3% extremely satisfied). Positive outcomes strongly influenced satisfaction, while dissatisfaction
was higher among those with no improvement. Surgical treatment yielded higher satisfaction despite issues.
Interestingly, even those unaware of the scheme reported good experiences, highlighting the impact of service
quality on user perception.
Conclusion: The study highlights high overall satisfaction under AB-PMJAY but reveals critical areas needing
improvement, including procedural simplifications and medication coverage enhancements.
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