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A facility-based study of women' satisfaction and perceived quality of reproductive and maternal health services in the Kenya output-based approach voucher program. | LitMetric

AI Article Synopsis

  • A study in Kenya evaluated client perceptions of reproductive health service quality and satisfaction, focusing on output-based approach (OBA) services across various health facilities.
  • Exit interviews with 254 clients revealed positive feedback on staff conduct and service delivery, but neutrality regarding hospital facilities and resource access.
  • The majority of women viewed OBA services positively, highlighting good handling of complications and efficient service, emphasizing the importance of healthcare worker conduct in shaping client satisfaction.

Article Abstract

Background: This is a facility-based study designed to assess perceived quality of care and satisfaction of reproductive health services under the output-based approach (OBA) services in Kenya from clients' perspective.

Method: An exit interview was conducted on 254 clients in public health facilities, non-governmental organizations, faith-based organizations and private facilities in Kitui, Kilifi, Kiambu, and Kisumu counties as well as in the Korogocho and Viwandani slums in Nairobi, Kenya using a 23-item scale questionnaire on quality of reproductive health services. Descriptive analysis, exploratory factor analysis, reliability test, and subgroup analysis using linear regression were performed.

Results: Clients generally had a positive view on staff conduct and healthcare delivery but were neutral on hospital physical facilities, resources, and access to healthcare services. There was a high overall level of satisfaction among the clients with quick service, good handling of complications, and clean hospital stated as some of the reasons that enhanced satisfaction. The County of residence was shown to impact the perception of quality greatly with other social demographic characteristics showing low impact.

Conclusion: Majority of the women perceived the quality of OBA services to be high and were happy with the way healthcare providers were handling birth related complications. The conduct and practice of healthcare workers is an important determinant of client's perception of quality of reproductive and maternal health services. Findings can be used by health care managers as a guide to evaluate different areas of healthcare delivery and to improve resources and physical facilities that are crucial in elevating clients' level of satisfaction.

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Source
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC6064123PMC
http://dx.doi.org/10.1186/s12884-018-1940-9DOI Listing

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