Assessment of client satisfaction with the services rendered by female health workers (auxiliary nurse midwife) in sub centers of selected primary health centers, Dakshina Kannada District, Karnataka state, India

Abstract

Context: Though, India has made impressive growth in providing primary health care, programs and providers have overwhelming emphasis on the quantitative aspect (targets), neglecting quality of services. Client satisfaction represents a key marker for the quality and needs to be studied repeatedly for smooth functioning of the health care systems. Client is the best judge for accurate assessment and overall improvement of quality health care provision through rectification of system weaknesses. Aims: The aim of the following study is to determine client satisfaction with the services rendered by female health workers. Settings and Design: Descriptive survey approach was used to determine satisfaction of 30 clients, 2 from each sub centers chosen during the immunization program about services received from female health workers. Study was conducted in 15 sub centers of Dakshina Kannada district Karnataka state, India. Materials and Methods: The clients of female health workers were identified. Baseline data of clients were collected using a questionnaire and client satisfaction scale was used to assess satisfaction with the services. Ethical clearance and informed consent were obtained and data was collected. Statistical Analysis Used: Descriptive and inferential statistical tests were employed and data were analyzed using SPSS package 13.0 SPSS Inc., 233 South Wacker Drive, 11 th . Floor, Chicago, IL. Results: The overall mean percentage scores of satisfaction 67.81% shows that the clients were only moderately satisfied. On further analysis of satisfaction scores based on the three domains of satisfaction under consideration it is found that clients were satisfied (71.58%) about reproductive and child health (RCH) services, whereas they were moderately satisfied (62.13%) about the interpersonal relationship and services other than RCH (66.15%). Conclusions: The study concludes that quality may be improved by paying more attention to the perspectives of clients, improving competencies and skills of providers and improving the working environment by better management, supplies and motivation of staff.