A facility-based study of women\u2019 satisfaction and perceived quality of reproductive and maternal health services in the Kenya output-based approach voucher program

Boniface Oyugi,Moses Ranji,Shadrack Gikonyo,Billy Baltazar,Urbanus Kioko,Clarice Okumu,Sarah Ogola-Munene,Simon Thiani,Julius Korir,Shaminder Kalsi,Stephen Mbugua Kaboro

doi:10.1186/s12884-018-1940-9

Abstract

BackgroundThis is a facility-based study designed to assess perceived quality of care and satisfaction of reproductive health services under the output-based approach (OBA) services in Kenya from clients’ perspective.MethodAn exit interview was conducted on 254 clients in public health facilities, non-governmental organizations, faith-based organizations and private facilities in Kitui, Kilifi, Kiambu, and Kisumu counties as well as in the Korogocho and Viwandani slums in Nairobi, Kenya using a 23-item scale questionnaire on quality of reproductive health services. Descriptive analysis, exploratory factor analysis, reliability test, and subgroup analysis using linear regression were performed.ResultsClients generally had a positive view on staff conduct and healthcare delivery but were neutral on hospital physical facilities, resources, and access to healthcare services. There was a high overall level of satisfaction among the clients with quick service, good handling of complications, and clean hospital stated as some of the reasons that enhanced satisfaction. The County of residence was shown to impact the perception of quality greatly with other social demographic characteristics showing low impact.ConclusionMajority of the women perceived the quality of OBA services to be high and were happy with the way healthcare providers were handling birth related complications. The conduct and practice of healthcare workers is an important determinant of client’s perception of quality of reproductive and maternal health services. Findings can be used by health care managers as a guide to evaluate different areas of healthcare delivery and to improve resources and physical facilities that are crucial in elevating clients’ level of satisfaction.

Highlights

This is a facility-based study designed to assess perceived quality of care and satisfaction of reproductive health services under the output-based approach (OBA) services in Kenya from clients’ perspective
Poor quality of healthcare may lead to under-utilization of services; and evidence shows that pregnant women are more likely to deliver in health facilities if they are content with the care that they receive at the service delivery points [11, 12]
The study was conducted in 65 OBA accredited facilities (18 Faith Based Organisations (FBOs), 2 Non-Governmental Organisations (NGOs), 18 private, and 27 public) in Kiambu, Nairobi, Kilifi, Kisumu, and Kitui (Table 2)

Summary

Introduction

This is a facility-based study designed to assess perceived quality of care and satisfaction of reproductive health services under the output-based approach (OBA) services in Kenya from clients’ perspective. The quality of healthcare services plays an important role in enhancing healthcare service delivery in low income countries [10]. Poor quality of healthcare may lead to under-utilization of services; and evidence shows that pregnant women are more likely to deliver in health facilities if they are content with the care that they receive at the service delivery points [11, 12]. A study conducted in rural Zimbabwe found that poor quality of services and negative attitudes of health care workers hinder pregnant women from utilizing these services [13]. Where poor women have access to what they perceive as high quality health care services, they increasingly seek reproductive health care services and delivery in health facilities [14]

Results

Discussion

Conclusion