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

Abstract

Client satisfaction is an important measure of quality of care as it provides information on how well health service providers meet clients’ values and expectations. The study was cross-sectional and analytical in nature. Data were obtained with the use of an interviewer-administered questionnaire. Respondents (n = 994) were a subset of a larger group of community members recruited for a study on quality of health care who had used a health facility for care within 3 months prior to data collection. A total of 94% of clients were satisfied with services received although client satisfaction rates were higher with private than public health facilities. Waiting time of less than 20 minutes (adjusted odds ratio [AOR] = 9.35, 95% confidence interval [CI] = 2.08-41.67), cheap cost of all services received (AOR = 7.58, 95% CI = 1.95-29.41), and the ability of the health care provider to offer explanations clearly to clients (AOR = 6.21, 95% CI = 1.90-20.41) were predictors of client satisfaction. However, the use of a government-owned hospital (AOR = 0.23, 95% CI = 0.08-0.63) was predictive of client dissatisfaction. Only service characteristics were predictive of client satisfaction. Improvement in service delivery is recommended.

Patients’ Perception of the Quality of Gynecological Services in a Tertiary Public Health Facility in Lagos, Nigeria

“…The religious distribution of respondents was skewed with 79.4% practicing Christianity and 20.0%, Islam; notwithstanding an almost equal distribution of Christians and Muslims in Lagos State. Other researchers have documented similar ratios of Christian to Muslim participants in Lagos (15,18). Muslim women seeking reproductive health services may prefer non-public facilities for religious reasons.…”

“…A higher proportion of gynecological patients (95.7%) were satisfied with morning clinic sessions in Akure, Nigeria (16) while 94% of Lagos community members reported satisfaction with services received (18). Another study reported that 96.5% of pregnant women who received care at private and public health facilities within the 3 healthcare levels were satisfied with the care received (21).…”

“…In Nigeria, patients often complain of prolonged waiting times, overcrowding at clinics, poor staff attitude, inadequate communication and lack of drugs, among others (7,8,15). In addition, clients' satisfaction with services in public health facilities has been rated lower than in private facilities (17,18). Assessment of clients' perception of care provides baseline data for comparison, identifies areas for improvement, and assists in the evaluation of interventions (19).…”

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

“…Unexpectedly, we found no significant difference in clients’ satisfaction among clients that obtained services from private and those from public owned facilities. Other studies have reported higher satisfaction among clients who attended at private facilities compared to those from public-owned facilities [ 43 , 47 ]. Higher satisfaction within private facilities has been linked with availability of equipment, materials, infrastructures, commodities and motivated staff [ 48 ] and thus readiness for customer service compared to public facilities [ 49 ].…”

“…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 ].…”