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

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.