EXPERIENCE AND PERCEIVED QUALITY OF CARE BY PATIENTS, ATTENDANTS, HEALTHCARE WORKERS AND STAKEHOLDERS IN A SPECIALIZED DIABETES HOSPITAL IN CHTTOGRAM, BANGLADESH

Abstract

Background: Diabetes poses a significant public health challenge in Bangladesh, with specialized healthcare facilities playing a crucial role in its management. Understanding how different stakeholders perceive diabetes care quality is essential for enhancing patient outcomes and healthcare delivery. Objectives: This qualitative study aimed to explore and compare perceptions and experiences of diabetes care quality among patients, attendants, healthcare workers, and physicians at Chattogram General Diabetic Hospital, Bangladesh. Methods: A phenomenological cross-sectional qualitative design was employed. In-depth interviews (IDI) were conducted with 18 patients (9 outdoor, 9 indoor), and Key Informant Interviews (KII) with 18 healthcare providers (9 non-physician healthcare workers, 9 physicians). Thematic analysis was performed using an inductive coding approach. Results: Affordability, characterized by free consultations and low-cost diagnostics, emerged as the primary driver of healthcare access and adherence, particularly among lower-income populations. High patient satisfaction was associated with empathetic, culturally sensitive communication, hygienic facilities, and structured multidisciplinary care pathways. Notable barriers included limited diagnostic facilities, infrastructural constraints, and the absence of formal psychosocial support systems. Continuous quality improvement practices, including audit cycles and telehealth innovations, mitigated some resource limitations. Conclusions: Chattogram General Diabetic Hospital effectively delivers patient-centered and affordable diabetes care, demonstrating the importance of integrating human factors and structured multidisciplinary protocols in specialized settings. Strategic investments in diagnostic and infrastructural expansion, psychosocial support integration, workforce training, digital innovation, and sustained financial subsidies are recommended to further enhance care quality, accessibility, and equity.