Abstract
Background:The clients' level of satisfaction is an important measure in assessing the quality of health care services provided in health facilities, and is important in enhancing the utilisation of health care services.Objectives:This study aimed to determine pregnant women's level of satisfaction on the quality of care in the Reproductive and Child Health (RCH) clinic at Huruma Designated District Hospital, Rombo Kilimanjaro.Methodology:A cross-sectional study was conducted from May to June 2018 using the Donabediean model. Using systematic sampling, 270 pregnant women were selected to participate in the study. Data was collected using a pre-tested Service Quality(SERVQUAL) questionnaire. Descriptive statistics were performed using univariate and bivariate analysis, and one sample t-test to compare mean gap scores. The principal component analysis was employed to identify key items that measure the quality of care. A p-value of <.05 was considered statistically significant.Results:Overall, pregnant women's level of satisfaction on the quality of care in the Reproductive and Child Health clinic at Huruma DDH was 48.5%. The overall mean gap score (±SD) for the level of satisfaction was -0.53 (±1.69) signifying dissatisfaction with the quality of care. The overall level of satisfaction was associated with level of education (p<.001), occupation (p=.003), residence (p=.035). The levels of dissatisfaction in the 5 service dimensions were: empathy (-0.05), responsiveness (-0.09), assurance (-0.10), tangible (-0.13), and reliability (-0.17).Conclusion:Overall, pregnant women were dissatisfied with the quality of care provided. Pregnant women who are educated, being employed, and residing in Rombo were more likely to report dissatisfied with the quality of care. To improve the quality of care, lack of adequate staff and inadequate knowledge of the staff at RCH, and improvement in staff-clients interactions, and keeping scheduled appointments need to be improved.
Highlights
The clients’ level of satisfaction is an important measure in assessing the quality of health care services provided in health facilities, and is important in enhancing the utilisation of health care services
Evidence from studies conducted in developed countries has shown that the overall level of satisfaction on the quality of Reproductive and Child Health (RCH) care among pregnant women differs from country to country, ranging from 81.5% in Belgium[5] to 90% in Kazakhstan.[6]
Huruma DDH is in the Rombo district council located in the north eastern part of the Kilimanjaro Region, Tanzania
Summary
The clients’ level of satisfaction is an important measure in assessing the quality of health care services provided in health facilities, and is important in enhancing the utilisation of health care services. Objectives: This study aimed to determine pregnant women’s level of satisfaction on the quality of care in the Reproductive and Child Health (RCH) clinic at Huruma Designated District Hospital, Rombo Kilimanjaro. Clients’ satisfaction is a measure of the quality of care of health system performance,[3] and manifests itself as distribution, access, and utilisation of health services.[4] Evidence from studies conducted in developed countries has shown that the overall level of satisfaction on the quality of RCH care among pregnant women differs from country to country, ranging from 81.5% in Belgium[5] to 90% in Kazakhstan.[6] In sub-Saharan Africa, similar differentials on the overall level of satisfaction on the quality of care were noted. This study used the Donabedian model[11] to determine pregnant women’s level of satisfaction with the quality of care in the RCH clinic in the study area
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