Can patients make heads or tails of enhanced primary health care (EnPHC)? Experience through their own journey
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RESEARCH ARTICLE
Open Access
Can patients make heads or tails of enhanced primary health care (EnPHC)? Experience through their own journey Mohammad Zabri Johari1* , Zalilah Abdullah2, Ainul Nadziha Mohd Hanafiah2, Nur Izzati Mohammed Nadzri2, Siti Aisyah Razli2 and Yuke Lin Kong2
Abstract Background: Implementation of the new Enhanced Primary Health Care (EnPHC) intervention aims to improve service quality and experience at primary healthcare clinics; especially to newly diagnosed patients. This was achieved by restructuring and improving existing services to better manage non-communicable diseases amongst patients. Objectives of this study are to explore patients’ experiences of the EnPHC intervention, to document their feedback and to determine effects of EnPHC intervention on patients. Methods: This phenomenological qualitative study focussed on patients’ experiences in relation to EnPHC interventions. Participants were purposely selected from a group of patients who attended the eight intervention primary healthcare clinics in Johor and Selangor regularly for treatment. Data collection was conducted between April to July 2018. Semi-structured interviews were conducted at average an hour per interview for four to five patients per clinic. Interviews were audio recorded, transcribed verbatim, coded and analysed using a thematic analysis approach. Results: A total of 35 patients participated. Analysis revealed five main themes about patient experiences receiving the EnPHC intervention. These are: (1) health assessment in disease progress monitoring, (2) patient-doctor relationship and continuity of care, (3) professionalism in service delivery, (4) ensuring compliance in achieving health targets and (5) communication skills. Each theme represents an important aspect of the service, how it should be delivered within the patient expectations and how it can improve patient’s health through their lens. Conclusion: Even though patients were not able to exactly identify the EnPHC intervention components implemented, they are able to describe the process changes that occurred; enabling them to improve their healthcare status. Engagement is necessary to better inform patients of the EnPHC intervention, its purpose, mechanisms, changes and importance for healthcare. It would reduce resistance and increase awareness amongst patients at the clinic. Keywords: Patient, Enhanced primary health care, Non-communicable disease, Intervention
* Correspondence: [email protected]; [email protected] 1 Institute for Health Behavioural Research, National Institutes of Health, Ministry of Health Malaysia, No: 1, Block B3, Jalan Setia Murni U13/52, 40170 Shah Alam, Selangor, Malaysia Full list of author information is available at the end of the article © The Author(s). 2020 Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s
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