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

Year 2016, Volume: 14 Issue: 3, 117 - 127, 28.12.2016

Babalola Tesleem K. Okafor Ifeoma P

https://doi.org/10.20518/tjph.288390

Cited By: 4

Abstract

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

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