Consumer satisfaction with child health clinics.

Consumer satisfaction surveys are used to assist in monitoring the quality of health care service delivery. In order to capture the views of those attending child health clinics in the community setting, a cohort of attendees to child health clinics in a health board region was sent a pre-piloted questionnaire enquiring about the clinic type attended, appointment details, facilities and environment of the health centre attended and experiences of communication and information at the clinic. Of 3,424 parents/guardians contacted, 2,402 (70.1%) replied. Two thousand (83.3%) had an appointment, with 61.1% attending first appointment within 3 months of referral. Median time spent in the centre was 25.0 minutes (ranging from 5 to 150 minutes). Respondents were satisfied with structural facilities with the exception of baby-changing facilities. Respondents agreed that their child's condition (92.1 %) and treatment options (88.7%) were fully explained, with adequate time for discussion (87.8%). Only 44% (n=736) reported receiving written takeaway information regarding their child's condition. Respondents agreed their child was put at ease by staff (85.7%), and the visit was worthwhile (93.9%). This study has identified key areas where administration and health care professionals can improve the quality of what is already perceived to be a good service.