Client satisfaction with maternal and child health care services at a public specialist hospital in a Nigerian Province

The level of service satisfaction of a client determines further utilization and also recommendations to others. Thus, this study assessed client satisfaction with Maternal, Newborn and Child Health (MNCH) services provided at the Mother and Child Hospital, in Ondo State, Nigeria. Methods: This is a descriptive study carried out during July and August, 2012 among 321 respondents. Data were collected using an interviewer-administered questionnaire at selected clinics in the hospital. Proportionate sampling was used to determine the total number of clients to be selected from each clinic. Results: Most of the respondents were generally satisfied with the services at the hospital with a majority (81.5%) rating the intra-partum service as the service they were most satisfied with. Overall, 62.5% of respondents were very satisfied with services provided by the hospital. Patient expectations, facility structures/equipment and healthcare providers’ attitude and the educational level of clients were found to be statistically associated with clients’ satisfaction (p<0.05). Conclusion: The overall satisfaction with services at the facility was 62.6%. The satisfaction level was higher among illiterate patients, who had no costs for transportation and those who had high expectation while coming to the hospital.

Keywords:

Expectaion client, satisfaction,

PDF

___

1. Maternal Mortalitiy: Available at: http://www.who.int/mediacentre/factsheets/fs348/en Accessed date: 15/12/2016.
2. WHO/UNICEF/UNFPA. Trends in Maternal Mortality: 1990 - 2010. Available at: www.unfpa.org/ publications/trends-maternal-mortality1990-2010. Accessed date: 19/04/2012.
3. International associate for maternal and neonatal health. Concept paper on mother and child health project. Available at: www.gfmer.ch. Accessed date: 16/03/2012.
4. Syed SA, Nazlee S, Shahjahan K. Patient Satisfaction with Health Service in Bangladesh. Health Policy and Planning 2007;22(10): 263-273.
5. Louise F. K., Dana M. F., Salah H. A Practical Guide: The Measurement of Patient Satisfaction in Health Care Services. The Healthcom Project 1995;1:17–19.
6. Iliyasu Z, Abubarkar IS, Abubakar S, Lawan UM, Gajida AU. Patient’s Satisfaction with Services Obtained from Aminu Kano Teaching Hospital, Kano, Nigeria. Niger J Clin Pract 2010;13(4):371-378.
7. Clever SL, Jin L, Wendy L, Meltzer DO. Does Doctor-Patient Communication Affect Patient Satisfaction with Hospital Care? Results of an Analysis with a Novel Instrumental Variable Health Services Research 2008; 43(5):1509-1519.
8. Abioye K, Bello IS, Olaleye TM, Ayeni IO, Amodi MI. Determinants of Patient Satisfaction with Physician Interaction; Cross Sectional Survey at the Obafemi Awolowo University Health Centre, Ile-Ife, Nigeria. SA Fam Pract 2010; 52(6):557-562.
9. Bamidele JO, Bolaji Emmanuel Egbewale BE, Oyebola I. Consumer Assessment of Perceived Quality Antenatal Care Services in a Tertiary Health Care Institution in Osun State, Nigeria. Journal of the Turkish German Gynecological Association 2009;10:89-94.
10. Uzochukwu B. S., Onwujekwe O. E., Akpala C. O. Community satisfaction with the quality of maternal and child Health services in South East Nigeria. East Afr Med J 2004;81(6):293-299.
11. Palas D, Mausumi B, Tikadar T, Biswas GC, Mridha P, Ranabir P. Client Satisfaction on Maternal and Child Health Services in Rural Bengal. Indian Journal of Community Medicine 2010;35;4:478-481.
12. Abiye safe motherhood: A case of Leadership in turning the tide of maternal mortality in Nigeria. Available at: nigeriahealthjournal.com/?p=1526. Accessed date: 19/12/2011.
13. El-Shabrawy AM, Eisa AM. Patients’ satisfaction with primary health care services. Medical College of Applied Medical Sciences 2005;13:161-167.
14. Young GJ, Meterko M, Desai KR. Patients’ satisfaction with hospital care: Effects of demographic and institutional characteristics. Med Care 2000; 38(3):325-334.