Medicina Comunitária e Educação em Saúde

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Client Satisfaction on Selected Public Health Facilities of South Nations, Nationalities and Peoples Regional State, South Ethiopia, Quantitative & Qualitative Survey

Bereket Duko, Berhan Meshesha, Eskindir Loha and Gezahegn Bekele

Introduction: Client Satisfaction is an integral component of health service delivery. The effectiveness of health care is determined, to some degree, by patients’ satisfaction on the service provided. A satisfied patient is more likely to comply with the medical treatment prescribed, with the provider, and continue using medical services. The objective of the study was to assess client satisfaction on services provided at public Health facilities in South Nations, Nationalities and Peoples Regional state, Ethiopia, 2014/2015.
Methods: A cross-sectional study that involved an exit In-depth interview was conducted in purposively selected 140 government health centers and 04 government general hospitals in the region which was also stratified by their level & geographical distribution. Both binary logistic regressions were employed for data analysis. The qualitative data was also analyzed manually using thematic frame work analysis.
Result: Satisfaction on the general health service provision, satisfaction to health professionals’ service, and satisfaction to health service administration was found to be 86.2%, 88.4% and 80.6% respectively. Lack of drugs & other medical supplies, Health professionals’ ethics problems, and shortage of health professionals were reasons for dissatisfactions.
Conclusion: Satisfaction on health service administration was relatively low compared to satisfaction on the general health service. Hence, more effort should be exerted to address administrative issues in the health facilities mainly the establishment/strengthening of the system of hearing complaints and provision of relevant solutions accordingly.