Assessment of utilization of RCH services and client satisfaction at different level of health facilities in Varanasi District.

Objective: To assess the various factors influencing utilization and non-utilization of RCH services and extent of client satisfaction.

Methods: A cross-sectional study was conducted during October to December 2008 at two selected blocks of Varanasi district, Uttar Pradesh. Principal study subjects were 509 women having children less than 12 months old, selected through a multistage sampling technique. Data were collected through in-depth interview and Focus Group Discussions conducted among the beneficiaries of the services.

Results: The study revealed that utilisation of the RCH services in the government facilities was higher among the backward classes than the general category; higher the level of education the lower was the utilisation of government services. Over all, 16% of the respondents were not satisfied with government facilities. 25% of the SC category was not satisfied with the services in spite of being the main users. Among RCH services utilization was highest (89%) for antenatal care services (ANC). 41.6% respondents did not receive any Post Natal Care (PNC) after their most recent birth. About 30% deliveries were at home out of which only 10% received PNC whereas out of 70% institutional deliveries about 80% received PNC. Overall 16.3 % of the respondents were not satisfied with the services provided by government health facilities. Around 16% and 14% were not satisfied with the behavior of medical officer and the health workers respectively and non-satisfaction was highest among SC category.

Conclusion: All health facilities need to be made functional according to Indian Public Health Standards (IPHS) of NRHM.