The perspectives of clients and primary care providers on services provided in exemplary primary care unit, Songkhla hospital network

ABSTRACT
Background: The Kubo-Ruamjai Primary Care Unit was established as the first exemplary primary care unit (PCU) for a year and another exemplary PCU soon to be established. clients’ and providers’ perspectives are needed for PCU development.  
Objective: This qualitative study aimed to understand the perspectives of clients and primary care providers (PCPs) on service provided in Kubo-Ruamjai PCU.
Methods: Six PCPs and 13 clients of Kubo-Ruamjai  PCU were purposively invited to participated in the study. PCPs’ and clients’ groups were arranged to two focus group interviews by using structural interview guide. Data triangulation was used to ensure data validity. Content analysis was utilized.
Results: Nine themes of good services provided in the exemplary PCU emerged from the HCPs’ perspectives were: 1) accessibility: fast, convenient, and flexible 2) frontline care: well-prepared and pertinent to community’s problem 3) comprehensive care: one stop service, multidisciplinary, and health promotion focus 4) coordinated care: effective referral system, appointment making, and consulting service 5) continuous care: home visit and integrated care 6) good relationship: familiar and friendly 7) family focus: using family folder and home health care delivery 8) community oriented: community participation oriented 9) self-care and communication: self-reliance, being a part of health promoting group. 
              Seven themes were emerged from the clients’ perspectives 1) fast and convenient service, closed to client house 2) trustworthiness in quality of services 3) coordinated health care 4) home visit: health care delivery 5) provision of sympathetic counseling and high quality and constant service  6) inclusion of exercise promotion service 7) community oriented: make publicly known.
               The consistent perspectives between the clients and the PCPs were fast and convenient service, coordinated health service, continuous care, good relationship, and communication.

Conclusion: The findings can be used to enhance quality of services and meet the needs of clients. Keyword: perspective, exemplary PCU.
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