Client satisfaction determinants in four Kenyan slums

Wambua, Jonesmus; Mbayaki, Regina; Munyao, Paul; Kabue, Mark; Mulindi, Rose; Change, Patrick Mose; Ikamati, Rudia; Jahonga, Ruth; Ambalu, Rachel; Maranga, Wamae; Mudany, Mildred

doi:10.1108/ijhcqa-12-2014-0110

Cited by 16 publications

(21 citation statements)

References 17 publications

(21 reference statements)

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“…In agreement with this, the current study found that the odds of clients being satisfied with FP services were two times higher for privately-owned facilities than publicly-owned one. These findings are in agreement with those of previous studies performed in Kenya [ 10 , 18 , 25 , 26 ] and in West African countries [ 27 ]. The similarity of these findings might be explained by the fact that privately-owned facilities are more responsible and committed to the patients since are operated for profit basis compared to publicly-owned facilities, therefore, tend to provide better and complete services in order to gain more clients and profit [ 28 ].…”

Section: Discussionsupporting

confidence: 94%

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Client satisfaction with family planning services in the area of high unmet need: evidence from Tanzania Service Provision Assessment Survey, 2014-2015

et al. 2018

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BackgroundClient satisfaction has been found to be an important factor for the uptake and continuation of family planning services. This study aimed to examine the current status of and factors associated with client’s satisfaction with family planning services in Tanzania, which has a high unmet need for family planning.MethodsThe study used data from the Tanzania Service Provision Assessment survey of 2014–2015. A facility was classified as having high service readiness for FP if it scored at least 67.7% on a composite score based on three domains (staff training and guidelines, basic diagnostic equipment, and basic medicines), following criteria developed by the World Health Organization. The exit interview questionnaire was used to collect information from women about their level of satisfaction, whether “very satisfied,” “more or less satisfied,” or not satisfied with the services received. The response was dichotomized into “Yes” if the woman reported being very satisfied with services received otherwise coded as “No”. Unadjusted and adjusted logistic regression models were used to assess the association between the client satisfaction and covariate variables; service readiness, facility type, managing authority, location, management meetings, supervision, provider’s sex, and working experience, clients’ age and education. All analyses were weighted to correct for non-response, disproportionate and complex sampling by using the “SVY” command in Stata 14.ResultsOut of the 1188 facilities included in the survey, 427 (35.9%) provided family planning services. A total of 1746 women participated in observations and exit interviews. Few (22%) facilities had a high readiness to provide family planning services. While most facilities had the recommended equipment available, only 42% stocked contraceptives (e.g. oral pills, injectable contraceptives and/or condoms). Further, trained staff and clinical guidelines were present in only 30% of services. Nevertheless, the majority (91%) of clients reported that they were satisfied with services. In the multivariate analysis, a high service readiness score [AOR = 2.5, 95% CI; 1.1–6.0], receiving services from private facilities [AOR = 2.3, 95% CI; 1.1–5.0], and being in the age group 20 to 29 years [AOR = 0.3, 95% CI; 0.1–0.7] were all significantly associated with clients’ satisfaction with family planning services.ConclusionThere is a high level of client satisfaction with family planning services in Tanzania. Maintaining and exceeding this level will require improvements in the provision of staff training and the availability of contraceptives in existing services.

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Section: Discussionsupporting

confidence: 94%

“…Evidence from the previous study suggests that client’s satisfaction differs by type of managing authority [ 25 ]. In agreement with this, the current study found that the odds of clients being satisfied with FP services were two times higher for privately-owned facilities than publicly-owned one.…”

Section: Discussionmentioning

confidence: 99%

Client satisfaction with family planning services in the area of high unmet need: evidence from Tanzania Service Provision Assessment Survey, 2014-2015

et al. 2018

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“…Through other studies, high education levels were negatively associated with satisfaction, a finding that has been reported by beneficiaries of free maternal healthcare services in Kakamega provincial hospital which was included in this study [52]. Waiting time appears to be a key determinant of satisfaction with delivery services, a finding which is consistent with previous studies in Pumwani maternity home, Nyeri and Thika regions of Kenya, two of which were included in the study [38, 40]. Similarly, effectiveness of pain control remedies and provision of adequate information in the health facilities are important in ensuring satisfaction with delivery services just as documented in Ethiopia and Botswana [59, 60].…”

Section: Discussionsupporting

confidence: 86%

“…These variables were selected based on previous studies in the country which revealed that they were the major aspects of delivery services that influenced user satisfaction [14, 38, 40]. …”

Section: Methodsmentioning

confidence: 99%

“…Satisfaction with healthcare services in Kenya has for long been reported as low and cost of services has been given as one of the reasons for dissatisfaction with the services [32, 38–40]. Similarly, incidences of unfriendly healthcare workers as well as poor treatment of pregnant mothers in public health facilities in Kenya have been demonstrated to be a barrier in maternal healthcare seeking behaviour [27, 28, 41, 42].…”

Section: Introductionmentioning

confidence: 99%

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Satisfaction with Delivery Services Offered under the Free Maternal Healthcare Policy in Kenyan Public Health Facilities

Gitobu

Gichangi

Mwanda

2018

Journal of Environmental and Public Health

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Background Patients' satisfaction is an individual's positive assessment regarding a distinct dimension of healthcare and the perception about the quality of services offered in that health facility. Patients who are not satisfied with healthcare services in a certain health facility will bypass the facility and are unlikely to seek treatment in that facility. Objective To determine satisfaction level of mothers with the free maternal services in selected Kenyan public health facilities after the implementation of the free maternal healthcare policy. Methods Data was collected through a quantitative exit survey questionnaire. The respondents were mothers who had delivered in the health facilities and were waiting to leave the health facilities after discharge. The sample included 2,216 mothers in 77 public health facilities across 14 counties in Kenya under tier 3 and tier 4 categories. The number of respondents to be interviewed was proportionately arrived at based on each health facility's bed capacity. Results The study established a satisfaction rate of 54.5% among the beneficiaries of the free maternal healthcare services in the country. Mothers benefiting from the free delivery services were satisfied with communication by the healthcare workers, staff availability in the delivery rooms, availability of staff in the wards, and drug and supplies availability (>56%) but unsatisfied with consultation time, cleanliness, and privacy in the wards (<56%). High education levels and lengthy stay in healthcare facilities were negatively associated with the satisfaction with the free delivery services (P < 0.05). Conclusion There is a high satisfaction with the free maternal healthcare services in Kenya. However, the implementation of the free maternal healthcare policy was associated with low privacy, poor hygiene, and low consultation time in the health facilities. Therefore there is need to address these service gaps so as to attract more mothers to deliver in public health facilities.

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Assessing care-givers’ satisfaction with child immunisation services in Zambia: Evidence from a national survey

Chama-Chiliba

Masiye

Mphuka

2017

Vaccine

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Client satisfaction determinants in four Kenyan slums

Cited by 16 publications

References 17 publications

Client satisfaction with family planning services in the area of high unmet need: evidence from Tanzania Service Provision Assessment Survey, 2014-2015

Client satisfaction with family planning services in the area of high unmet need: evidence from Tanzania Service Provision Assessment Survey, 2014-2015

Satisfaction with Delivery Services Offered under the Free Maternal Healthcare Policy in Kenyan Public Health Facilities

Assessing care-givers’ satisfaction with child immunisation services in Zambia: Evidence from a national survey

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