“We get support now …”: a mixed methods study of patients’ experiences of healthcare under the national health insurance scheme (PM-JAY) in India
Beneficiaries and healthcare providers identified key areas for improvement, including patient-provider communication, empathy, emotional support, care coordination, and quality. Barriers included limited awareness of scheme processes among beneficiaries and providers, and deficient communication skills. Addressing organizational and structural challenges, alongside using informal community networks via frontline health workers, offer opportunities to enhance PM-JAY healthcare delivery.
Authors
- Manuela De Allegri (ORCID: https://orcid.org/0000-0002-8677-1337)
- Susanne Ziegler (ORCID: https://orcid.org/0000-0002-0976-1055)
- Sharmishtha Basu
- Viktoria Couturier
- Divya Parmar (ORCID: https://orcid.org/0000-0002-7979-3140)
- Christoph Strupat (ORCID: https://orcid.org/0000-0002-5545-3627)
- Swati Srivastava (ORCID: https://orcid.org/0000-0003-1864-9783)
Institutions
- German Institute of Development and Sustainability (DE)
- King's College London (GB)
- Deutsche Gesellschaft für Internationale Zusammenarbeit (PH)
- Heidelberg University (DE)
- University Hospital Heidelberg (DE)
- Deutsche Gesellschaft für Internationale Zusammenarbeit (DE)
Publication Details
- Journal
- BMC Health Services Research
- Published
- 2025-11-28
- DOI
- https://doi.org/10.1186/s12913-025-13632-6
- Primary Topic
- Patient Satisfaction in Healthcare
- Type
- article
- Field-Weighted Citation Impact
- 0.00