Satisfaction of tuberculosis patients with health services in Ghana

Abstract

Purpose Within human services, client satisfaction is highly prioritised and considered a mark of responsiveness in service delivery. A large body of research has examined the concept of satisfaction from the perspective of service users. However, not much is known about how service providers construct client satisfaction. The purpose of this paper is to throw light on healthcare professionals' perspectives on patient satisfaction, using tuberculosis (TB) clinics as a case study. Design/methodology/approach In-depth interviews were conducted with 35 TB clinic supervisors purposively sampled from six out of the ten regions of Ghana. An unstructured interview guide was employed. The recorded IDIs were transcribed, edited and entered into QSR NVivo 10.0 and analysed inductively. Findings Respondents defined service satisfaction as involving education/counselling (on drugs, nature of condition, sputum production, caregivers and contacts of patients), patient follow-up, assignment of reliable treatment supporters as well as being attentive and receptive to patients, service availability (e.g. punctuality at work, availability of commodities), positive assurances about disease prognosis and respect for patients. Practical implications Complementing opinions of health service users with those of providers can offer key performance improvement areas for health managers. Originality/value To the best of the authors' knowledge, this is a first study that has examined healthcare providers' views on what makes their clients satisfied with the services they provide.

Yield of tuberculosis among household contacts of tuberculosis patients in Accra, Ghana

“…In the years preceding the initiative, the TB case notification rate ranged from 57 to 64 per 100 000, with treatment success reaching 85% [ 6 ]. Sputum smear microscopy was the mainstay of TB diagnosis, though steps were being taken to make culture services available.…”

“…Investigation of contacts of TB cases was among the activities identified to be implemented in the Ghana TB strategic plan, as there was no structured and systematic way of conducting contact tracing in the country. In 2009, the WHO with funding from the Canadian International Development Agency (CIDA) supported a number of case detection initiatives implemented by the NTP in health facilities in the Accra metropolis in Ghana [ 6 , 7 ]. Among them was a TB contact investigation component, which was initiated in 2010 and supported until 2013.…”

Community Contribution to Tuberculosis Care in the Krachi West District of Ghana: A Qualitative Study

“…The Ghana National Tuberculosis Programme (GNTP) adopted the DOTS strategy in 1994 [9] and had since developed and implemented four strategic plans to address the burden of TB in the country. The general collective efforts have been directed at improving and expanding DOTS to public sector and facilities, expanding private sector participation, and implementing community-based DOTS care [10].…”

An evaluation of tuberculosis surveillance system in a health district in Ghana

“…This has contributed to the improved case detection among those with HIV/AIDS and is consistent with country wide finding as the proportion of TB clients counseled and tested for HIV has risen steadily from 17% in 2006 to 82.7% in 2015. 15 The system has also informed management in resource allocation and management evidenced by the engagement of a task shifting officer.…”