Access Convenience
of access
Distance & transport connectivity Access to drugs; opening and closing timings
Structure Physical
environment
- Good infrastructure, electricity, water supply, waiting area,
seating arrangement, facility management (patient access and
consultation systems, information channels, financial
management)
Cleanliness Cleanliness, clean toilets, hygiene maintenance Housekeeping services
Human
resources
- Staffing adequacy, availability of doctors to manage
emergencies, availability of nursing personnel
Medicines,
supplies &
services
Availability of drugs and equipment Availability of - ‘good’ services; ambulance services; lab services;
blood supply & transfusion services
Process of
care
Promptness
of care
Waiting time before admission or consultation Timely attendance, constant attention; prompt referral;
immediate contact with newborn
Interpersonal
behavior
Respectful behavior by doctors, nurses and
support staff
Therapeutic communication; encouragement during delivery
Privacy &
confidentiality
Privacy & confidentiality during examinations and
delivery
-
Perception of
‘good’ care
Length of consultation; completeness of
procedures; perception of negligent care;
perceived provider competence
-
Cognitive
support
Prenatal counseling and health education Information shared with women about their condition and
care; sense of ‘participation’ in the process; culturally sensitive
communication
Emotional
support
Birth companion of choice Social networks of expectant mothers; support from family
members
Preference for
female
providers
Preference for female providers -
Cost Cost of care Financial cost of care Affordable drugs, availability of financial support for care
Outcome Delivery
outcome
- Healthy newborn; survival of maternal illness; successful labour
outcome for mother & baby
Other
determinants
Maternal
characteristics
- Age, parity, whether pregnancy was intended, stress during
delivery and postpartum
Socio-cultural
determinants
Literacy Ethnicity, religion, type of locality where facility is located,
ex