What determines client satisfaction on labor and delivery service in Ethiopia? systematic review and meta-analysis

Abstract

Introduction The uptake of Health services, maternal and newborn health care outcomes are dictated by the satisfaction of clients on the service provided. Client satisfaction is one of the vital indicators to measure the quality of service. However, it is not well addressed and little evidence is existed in Ethiopia. Therefore, the purpose of this systematic review aimed to assess the prevalence and determinant of client satisfaction on labor and delivery service in Ethiopia. Methods This study has included published and unpublished articles. The main databases PubMed, Embase, EBSCO, Medline, CINHAL, Poplin, and the search engine like Google and Google scholar were used from June1-30/2020. Studies with observational study design which are conducted in English language and met the eligibility criteria were included in the review. Meta-analyses with random effects were performed. Data synthesis and statistical analysis were conducted using OpenMeta and CMA version 2 software. Results The pooled prevalence of client satisfaction on labor and delivery service in Ethiopia was 73.5% [95% CI [64.9%, 82.1%]. The pooled odds ratio showed a negative association between client satisfaction on labour and delivery service with Promptness of care [OR = 0.25; 95% CI: (0.18, 0.34), P = 0.0001], Free service charge [OR = 0.70; 95% CI: (0.57, 0.86), P < 0.0007], Privacy during examination [OR = 0.25; 95% CI: (0.10, 0.64), P < 0.004], Respectful maternal care [OR = 0.40;95% CI: (0.19, 0.83), P = 0.01], Plan to delivered at health facility [OR = 0.49; 95% CI: (0.37, 0.66), P < 0.00001] and ANC follow-up [OR = 0.39; 95% CI: 0.24, 0.63, P < 0.0001]. Conclusions This review revealed that client satisfaction on labor and delivery service in Ethiopia was 73.5%. Besides poor care of providers on the antepartum, intrapartum and lack compassionate and respectful care affects client satisfaction on labor and delivery service in Ethiopia.

Perception and Experience of Health Extension Workers on Facilitators and Barriers to Maternal and Newborn Health Service Utilization in Ethiopia: A Qualitative Study

“…Therefore, this underscores that there is a need to provide a patient-centered service for clients in need of maternal and newborn health care services. Similarly, this finding is supported by other study findings which indicated that health service utilization was determined by health worker’s approach, compassion, and empathy [ 47 , 48 , 49 ].…”

Clients satisfaction at primary healthcare facilities and its association with implementation of client service charter in Tanzania

“…Satisfaction among clients who visited the facilities was as high as 72.8%, nevertheless below the recommended minimum value of 80%. The prevalence reported in our study could be considered among the higher prevalence that has ever been reported in low and middle-income countries [43][44][45][46]. The high satisfaction scores in Tanzania could be attributed to SRA initiatives that commenced four years prior to the conduct of this study.…”

“…In Tanzania, health centres unlike dispensaries; are intended to provide addition of inpatient services plus Comprehensive Emergency Obstetric and Newborn Care services (CEmONC) [ 25 ]. However, majority of the health centres operate basically as dispensaries since they do not provide CEmONC services [ 45 , 50 – 52 ]. Provision of safe deliveries in Tanzania, the main objective of CEmONC, has been hugely associated with clients’ satisfaction [ 45 , 50 – 52 ]; therefore, we can associate low client satisfaction at health centres with inadequate quality services.…”

“…However, majority of the health centres operate basically as dispensaries since they do not provide CEmONC services [ 45 , 50 – 52 ]. Provision of safe deliveries in Tanzania, the main objective of CEmONC, has been hugely associated with clients’ satisfaction [ 45 , 50 – 52 ]; therefore, we can associate low client satisfaction at health centres with inadequate quality services. In nutshell, we learned that clients satisfaction is more related to the services provision rather than facility level [ 44 , 47 ].…”

“…The impact of the initiatives was to be revealed in the next assessment of which its findings are presented in this study. Previous studies that were done before SRA showed lower satisfaction [43][44][45][46].…”