An assessment of client satisfaction with services at a model primary health care centre in Ogun State, Nigeria

P C Campbell, T F Olufunlayo, A O C Onyenwenyi
Nigerian Quarterly Journal of Hospital Medicine 2010, 20 (1): 13-8

BACKGROUND: Assessing patient satisfaction with health care is increasingly becoming an integral component of quality monitoring in health care systems. However, studies that have been conducted in this environment often show that clients' perceptions of quality of care from public sector providers are generally low. Timeliness, which refers to obtaining needed care and minimizing unnecessary delays in getting that care, may impact considerably on patients' satisfaction. This study w as designed toexamine how the consumers of services at a model primary health centre in Ogun State, Nigeria, viewed their health-seeking experience, relating this to the level of organization.and timeliness of health services provision.

OBJECTIVES: This study sought to assess the satisfaction of clients with services at a model PHC centre at Pakoto, Ogun State, Nigeria.

METHODS: The Pakoto model primary health care centre is an outstation of the Lagos University Teaching Hospital (LUTH) Idi-Araba, Lagos State. The study was carried out on weekday mornings at the model PHC clinic during the month of June, 2006. Methods of data collection employed were a general observation of clinic activities, and the administration of a modified client flow analysis chart to clients as they exited the health facility.

RESULTS: The peak time of arrival of clients was between 9.00 and 11.00 a.m. when the majority (58.5%) of clients arrived; the majority of clients (84%) exited the facility oetween 11:00 a.m. and 1:00 p.m. The highest proportion of clients (33.1%) spent 3-4 hours accessing services at the model PHC facility. Good staff attitude topped the list of aspects of service liked most by clients (36%), while the aspect of service liked least by respondents was lack of timeliness of services (43%). Suggestions for improvement of services included increase in the number of staff and staff training (30%) and early arrival of staff to work (13%).

CONCLUSION: The study concludes that timeliness of services at the primary health care level impacts positively upon the perception of quality of services rendered to clients.

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