Impacts of a Government Social Franchise Model on Perceptions of Service Quality and Client Satisfaction at Commune Health Stations in Vietnam
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Name of the Asset | Impacts of a Government Social Franchise Model on Perceptions of Service Quality and Client Satisfaction at Commune Health Stations in Vietnam
Type of Asset | Working Paper
Date | October 2009
The social and economic reform formally introduced in Vietnam in 1986 has shifted the country from its centrally planned system to a market-oriented one. This study is intended to evaluate the effectiveness of a government social franchise (GSF) model, developed to improve health and family planning services, tested for the first time at Vietnam’s commune health stations or CHSs.
The study investigates whether the GSF model improves the clients’ satisfaction and perceptions of service quality and assesses the extent to which franchising can be applied in the public health sector, in a developing country context. To quantitatively assess the effectiveness of the GSF model identified in the post- launch qualitative evaluation, this study seeks to measure the extent to which 11 franchise practices have improved clients’ perceptions of CHS service quality and satisfaction. A quasi-experimental design with pre-test and post-test, using matched control group on 1:1 ratio was applied. Survey data from 1181 users and potential users were collected at baseline, six months and 12 months after implementation of the franchise network.
Findings from this evaluation indicate that the GSF model has been effective in dissipating previous perceptions of CHSs as low quality, and has increased client satisfaction for health services. It also improved the likeliness of users to return and recommend low cost, community-based RHFP services to others.
- Anh Ngo
- Van Pham
- Ha Phan
- Thang Trinh
- Khoa Truong
Country and/or Region | Vietnam
Name of the Program | GDN’s Global Research Project, ‘Promoting Innovative Programs from the Developing World: Towards Realizing the Health MDGs in Africa and Asia’
Funder(s) | The Bill & Melinda Gates Foundation, United States
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