Non-communicable diseases (NCDs) constitute a substantial portion of the healthcare burden in Sri Lanka. In the context of the rapidly evolving healthcare industry worldwide, it is crucial to evaluate the quality of healthcare service delivery and patient satisfaction. An analytical interventional study was conducted across four Divisional Hospitals in Nuwara Eliya district, comprising three distinct phases. The pre- intervention phase involved assessing patient perceptions of service quality using the SERVQUAL service evaluation model. The post-intervention phase assessed the impact of these changes based on a results framework. The study revealed a significant improvement in perceived service quality across various dimensions, including Responsiveness (t = 43.0: p < 0.001), Empathy (t = 5.23: p < 0.001), Reliability (t = 5.32: p < 0.01), and Tangibles (t = 18.6: p < 0.001). Notably, all patients received blood pressure and fasting blood sugar checks following the intervention. The evaluation also demonstrated the intervention's alignment with ongoing programs and improved effectiveness in service delivery. The pre-intervention phase identified deficiencies in service quality. An intervention package was developed and successfully implemented to address these shortcomings. The post-intervention phase witnessed a substantial enhancement in service quality, reflecting the potential for improving NCD clinic services in Sri Lanka. This study serves as a valuable reference for healthcare policymakers and providers seeking to elevate the quality of care in NCD clinics..
2023-07-01.
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