Satisfaction towards Skilled Delivery Services and Associated Factors among Mothers who Gave Birth at Government Health Facilities, Jimma Town, Ethiopia

Abstract

Background: Client satisfaction is patients’ subjective responses to experienced care mediated by personal preferences and expectations. Allowing women to express their views about different phases of delivery service, the care provided by different health professionals provides richer information about the care they received. However, limited studies are available that assess mothers' satisfaction towards skilled delivery service in Jimma town government health facilities. So, the purpose of this study was to assess satisfaction on skilled delivery service and associated factors among mothers who delivered at Jimma town government health facilities. Methods: A cross-sectional study involving both qualitative and quantitative methods of data collection was used from March 5-May 10/2014. A total of 366 mothers were enrolled in the study using interviewer-administered structured questionnaires. In-depth interview was conducted for qualitative data. Data were analyzed using SPSS version 20.0. Logistic regression analysis was applied. The independent variables with p<0.05 in multiple analysis were considered as predictors of delivery service satisfaction. Qualitative data were thematically analyzed. Results: In this study, 78.7% of mothers were satisfied with delivery services. Mothers who had planned delivery were 2.5 times more likely to be satisfied than those referral delivery cases (AOR 2.5 and 95% CI=1.2-5.6) and mothers who obtained free delivery services were 2.9 times more likely to be satisfied than mothers who paid (AOR=2.9 and 95% CI=1.3-6.4). Mothers who perceived the toilet was cleaned were 2 times more likely to be satisfied than their counterparts (AOR=2.0 and 95% CI=1.01-3.8) and mothers who felt being treated with respect were 1.7 times more likely to be satisfied than mothers who did not feel respected (AOR=1.7 and 95% CI=1.1-6.8) and mothers who perceived their privacy was maintained were 1.5 times more likely to be satisfied than their counterparts (AOR= 1.5 and 95% CI=1.9-9.5). Conclusion: In general, more than three-fourth of mothers were satisfied with skilled delivery services. This study also revealed predictors of delivery service satisfaction: planned delivery, free delivery service, perceived cleanness of toilets, and perceived presence of privacy and empathetic interactions of staffs. As a recommendation, those health facilities should take into account mothers' feedback to improve the quality of delivery service.