Public Reproductive Health Facilities: A Client-Satisfaction Survey

Fariba Moradi,Mohsen Moghadami,Zohreh Balaghi,Najaf Zare,Hassan Joulaei

doi:10.5539/gjhs.v9n2p208

Fariba Moradi, Mohsen Moghadami + Show 3 more

Open Access

https://doi.org/10.5539/gjhs.v9n2p208

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Abstract

INTRODUCTION: Understanding clients’ perspectives on quality improvement programs is essential to achieve the goals of health services. Determining client satisfaction could help decision makers to implement programs fit to their needs as perceived by service providers and clients. This study aimed to assess the level of satisfaction among women attending health centers regarding the services received in governmental health facilities in Shiraz, southern Iran.METHOD: This cross-sectional study was performed in 24 urban health centers. Using systematic random sampling method, 8 clinics were assigned to each group. Then questionnaires were distributed among 240 married women in 15-49 year-old age group who had referred to selected clinics for receiving some services. For data analysis, SPSS version 15 software and Chi-square statistical procedure were used to evaluate clients’ satisfaction.RESULTS: Data showed that 101 out of 240 respondents were completely satisfied with the personnel as well as the health center. Furthermore, satisfaction was found to be the highest among clients of those centers ranked as middle class socioeconomic status, while no significant difference was found between centers based on their socioeconomic status.CONCLUSION: The results of the present study would enable policy-makers to effectively improve the quality of health care, keeping a balance between providers’ and patients’ perspectives on the quality of health care.

Highlights

Understanding clients’ perspectives on quality improvement programs is essential to achieve the goals of health services
This study aimed to assess the level of satisfaction among women attending health centers regarding the services received in governmental health facilities in Shiraz, southern Iran
Data showed that 101 out of 240 respondents were completely satisfied with the personnel as well as the health center

Summary

Introduction

Understanding clients’ perspectives on quality improvement programs is essential to achieve the goals of health services. Determining client satisfaction could help decision makers to implement programs fit to their needs as perceived by service providers and clients. Understanding clients’ perspective and considering their feedback and opinions in quality improvement programs is essential to achieve the goals of health services (Azim & Kolsoom, 2004; Couper, 2004). The evaluation of client perception of service quality is a common concern of health managers, researchers and policy makers (Hassan & Pourali Reza, 2003, James, 2001). Determining client satisfaction help decision makers to implement programs tailored to client needs as perceived by service providers and clients (Margolis, 2003). Client satisfaction is the level of satisfaction that client experience by using a service and reflects the gap that might exist between the expected service and experience of the service, from the client’s point of view (Matthew, 2001); A satisfied client is more likely to develop a deeper mutual relationship with their provider, leading to improved compliance, continuing of care (Mendoza et al, 2001)

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