Assessment of Beneficiaries Satisfaction under Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (AB-PMJAY) in Banda District of Uttar Pradesh

Background: Pradhan Mantri Jan Arogya Yojana, launched in 2018, is a government-funded health insurancescheme under Ayushman Bharat, targeting 12 crore poor families (~50 crore beneficiaries). It provides ₹5 lakh perfamily per year for cashless hospital care in empanelled hospitals (public & private)(1).Objectives: This study aimed to assess the satisfaction level of beneficiaries utilizing AB-PMJAY services in theBanda district of the Bundelkhand region and to identify factors influencing their healthcare experiences.Methods: A hospital-based cross-sectional study was conducted among 300 AB-PMJAY beneficiaries selectedthrough population proportion sampling from government and private empanelled hospitals. Data were collectedusing a pretested, semi-structured questionnaire covering demographics, healthcare utilization, satisfaction levels,and encountered barriers. Statistical analysis was performed using descriptive and inferential methods.Results: The study in Banda district reveals that AB-PMJAY effectively serves rural, elderly, and economicallyvulnerable populations, with 79% from rural areas and 45.33% unemployed. Satisfaction with services wasgenerally high, especially with doctors (72%) and nursing staff (72.3%). Ayushman Mitras had the highestdissatisfaction (7.3%), indicating scope for improvement. Beneficiaries without treatment issues reported greatersatisfaction (28.3% extremely satisfied). Positive outcomes strongly influenced satisfaction, while dissatisfactionwas higher among those with no improvement. Surgical treatment yielded higher satisfaction despite issues.Interestingly, even those unaware of the scheme reported good experiences, highlighting the impact of servicequality on user perception.Conclusion: The study highlights high overall satisfaction under AB-PMJAY but reveals critical areas needingimprovement, including procedural simplifications and medication coverage enhancements.