Faculty Collaboration Database

Client satisfaction in a faith-based health network: findings from a survey in Uganda. Afr Health Sci 2017 Sep;17(3):942-953

Date

11/01/2017

Pubmed ID

29085423

Pubmed Central ID

PMC5656196

DOI

10.4314/ahs.v17i3.38

Scopus ID

2-s2.0-85029819093 (requires institutional sign-in at Scopus site)   7 Citations

Abstract

BACKGROUND: Client satisfaction surveys are important in evaluating quality of the healthcare processes and contribute to health service improvements by assisting health program managers to develop appropriate strategies. The goal of this study was to assess clients' level of satisfaction with services provided by private-not-for-profit member health facilities affiliated to Uganda Protestant Medical Bureau.

METHODS: This was a cross-sectional descriptive study using an interviewer-administered questionnaire conducted in 254/278 (91%) of UPMB member health facilities between 27th April and 14th July 2014 among 927 clients. The tool measured ten dimensions of the care-seeking experience namely; health facility access; waiting time; health providers; support staff; rights; payments; facilities and environment; consent; confidentiality; and the overall care seeking experience. Logistic regression was utilised for multivariate analysis.

RESULTS: Overall client satisfaction was found to be high within the UPMB network (84.2%). Most of the client satisfaction dimensions were rated above 70% except payments and rights. There was evidence of association with marital status; single/never married were 3.05 times more likely to be dissatisfied compared to widowed. Clients attending HCIII were less likely to be dissatisfied compared to those attending HCII (OR=0.51, 95% CI: 0.25-1.05). Post-secondary education (OR=1.79; 95% CI 1.01-3.17), being formally employed (OR=2.78, 95% CI: 0.91-8.48) or unemployed (OR=3.34, 95% CI: 1.00-11.17), attendance at a hospital (OR=2.15, 95% CI: 1.36- 3.41) were also associated with high dissatisfaction levels with payments.

CONCLUSION: This study found a high level of satisfaction with services in the UPMB network but recorded low client satisfaction with the dimensions of rights and payments. Health workers should take time to explain rights and entitlement as well as charges levied to clients.

Author List

Shumba CS, Kabali K, Miyonga J, Mugadu J, Lakidi L, Kerchan P, Tumwesigye T

Author

Constance S. Shumba PhD Associate Professor in the Institute for Health and Humanity department at Medical College of Wisconsin

MESH terms used to index this publication - Major topics in bold

Adult
Cross-Sectional Studies
Faith-Based Organizations
Female
Health Personnel
Health Services
Hospitals, Religious
Humans
Middle Aged
Patient Acceptance of Health Care
Patient Satisfaction
Personal Satisfaction
Quality Improvement
Quality of Health Care
Social Support
Surveys and Questionnaires
Uganda