Client Satisfaction towards Quality of Health Services: An Assessment at Primary Healthcare of District Gujranwala

Abstract

This survey designed to evaluate the satisfaction level and the factors that affect the patient satisfaction regarding health care delivery services with the aim to improve the services in the primary health care settings of Gujranwala. A Cross Sectional Study done on randomly selected patients attending the basic health units of Gujranwala, with more than18 years of age. Pretested structured "Liker scale questionnaire" was used for data collection. Out of total respondents, 62 (41.3%) clients were satisfied with the services provided by the basic health units of Gujranwala. The factors identified to determine patient satisfaction were accessibility of services, behavior of staff, health education, level of cleanliness, drug availability and miscellaneous services. Not a single ranked area of satisfaction noticed. Client’s occupation and income had significant relationship with the patient satisfaction level. Gender, age, and education of clients were not contributing factors; they not affect the client satisfaction level.Less than half clients were satisfied with the services provided by the basic health units. Management of health facilities needs to improve the services.

Predictors of Client Satisfaction Among Recent Users of Health Services in Lagos, Nigeria

“…15,16,20 Similarly, high satisfaction rates have also been reported from the Balkan countries, and Bangladesh, and Canada. 7,8,21 The satisfaction level is, however, clearly higher than the 41% reported from Pakistan 9 and the 62.6% obtained in a maternal and child care facility in Ondo state. 22 This high level of client satisfaction may, however, be on account of good quality of services obtainable in facilities in Lagos and cultural nuances.…”

“…8 A survey on client satisfaction with the quality of health services in Pakistan found less than half of the clients (41%) were satisfied with the services provided by the basic health units. 9 Another survey on client satisfaction with the quality of health care in Southern India reported client satisfaction with different health care providers as high, although only about 40% of the clients were happy with the cost of the services. 10…”

Satisfaction of Women with Labor and Delivery in Rural Punjab, Pakistan: A Cross-sectional Study

“…5 Less than half of the clients in a Pakistani survey that evaluated the quality of primary healthcare services were pleased with the care they received from the basic health units (BHUs). 6 The intranatal period is critical for women's and newborns' survival. Any complication during this time can put their lives at risk.…”