Levels and dimensions of client satisfaction with the treatment of recent maternal, newborn and child health related illnesses by frontline health workers in rural Nigeria

Godwin O. Unumeri, Ekechi Okereke, Babatunde A. Ahonsi

Abstract

Little is documented about levels of client satisfaction with maternal, newborn and child health services at primary health care (PHC) facilities in Nigeria, besides unsubstantiated anecdotes. This study examined different aspects of client satisfaction at primary healthcare level in Nigeria. Quantitative data were collected using personal digital assistants to capture responses from 1548 households in Bauchi and Cross River States. Descriptive statistics were used to summarize study results as frequency tables and percentages. Majority of the study respondents utilized government health facilities for treatment, however some clients used private sector health facilities. Women, newborns and under-fives were treated for a variety of illnesses and disease conditions. Treatment outcomes and levels of satisfaction did not appear to differ by cadre of healthcare provider. Respondents’ level of satisfaction with healthcare services at primary healthcare level in Nigeria appear to reflect their modest quality of care expectations, especially in poor PHC rural settings. (Afr J Reprod Health 2020; 24[4]: 41-50).

Full Text:

PDF

References

World Health Organization: Everybody’s business:

Strengthening health systems to improve health outcomes: WHO's framework for action. 2007, Geneva: WHO Press.

National Population Commission (NPC) [Nigeria] and

ICF. Nigeria Demographic and Health Survey 2018: Key Indicators Report. 2019. Abuja, Nigeria, and Rockville. Maryland. USA: NPC and ICF.

Ibrahim DO. Assessment of the use of National Standing

Orders in the treatment of minor ailments among community health practitioners in Ibadan Municipality. International Journal

of Scientific and Research Publications 2016; 6:10.

Eboreime EA, Abimbola S, Obi FA, Ebirim O, Olubajo

O, Eyles J, Nxumalo NL and Mambulu. Evaluating the sub-national fidelity of national initiatives in decentralized health systems: integrated primary healthcare governance in Nigeria. BMC Health Serv Res 2017; 17: 227.

National Population Commission (NPC) ICF Macro.

Nigeria Demographic and Health Survey 2013: Key Indicators Report. 2014. Abuja, Nigeria and Rockville. Maryland. USA: NPC and ICF.

Bleich SN, Ozaltin E and Murray CJL. How does

satisfaction with the healthcare system relate to patient experience? Bulletin of the World Health Organization 2009; 87: 271-278.

Lewis JR. Patients views on quality care in general

practice: literature review. Social Science & medicine 1994; 39(5): 655-70.

Dagnew T, Tessema F and Hiko D. Health Service

Utilization and Reported Satisfaction among Adolescents in Dejan District, Ethiopia: A Cross-Sectional Study. Ethiopian Journal of Health Sciences 2015; 25(1): 17-28.

Peck BM, Ubel PA, Roter DL, Goold SD, Asch DA,

Jeffreys AS, Grambow SC and Tulsky JA. Do unmet expectations for specific tests, referrals, and new medications reduce patients’ satisfaction? Journal of General Internal Medicine 2004; 19(11): 1080-7.

Mendoza AJ, Piechulek H and al-Sabir A. Client

satisfaction and quality of health care in rural Bangladesh. Bulletin of the World Health Organization 2001; 79(6): 512–517.

Hekkert KD, Cihangir S, Kleefstra SM, van de Berg B

and Kool RB. Patient satisfaction revisited: a multilevel approach. Social Science and Medicine 2009; 69(1): 68-75.

Slater AM, Estrada F, Suarez-Lopez L, de la Vara-

Salazar E and Campero L. Overall user satisfaction with family planning services and associated quality care factors: a cross-sectional analysis. Reproductive Health 2018; 15: 172.

Osiya DA, Ogaji DS and Onotai L. Patients’ satisfaction

with healthcare: comparing general practice services in a tertiary and primary healthcare settings. The Nigerian Health Journal 2017; 17: 1.

Olopade F and Lawoyin T. Maternal mortality in a

Nigerian maternity hospital. Afr J Biomed Res. 2008; 11: 267-273.

Abimbola S, Okoli U, Olubajo O, Abdullahi MJ and Pate

MA. The Midwives Service Scheme in Nigeria. PLoS Med 2012; 9(5): e1001211.

Okoli U, Morris L, Oshin A, Pate MA, Aigbe C and

Muhammad A. Conditional cash transfer schemes in Nigeria: potential gains for maternal and child health service uptake in a national pilot programme. BMC Pregnancy Childbirth 2014; 12: 408.

Yaogo M. Free versus subsidized healthcare: options for

fee exemptions, access to care for vulnerable groups

and effects on the health system in Burkina Faso. Health Res Policy Syst 2017; 15: 58.

Edu BC, Agan TU, Monjok E and Makowiecka K. Effect

of Free Maternal Health Care Program on Health-seeking Behaviour of Women during Pregnancy, Intra-partum and Postpartum Periods in Cross River State of Nigeria: A Mixed Method Study. Open Access Maced J Med Sci. 2017; 5(3): 370-382.

Hotchkiss DR, Godha D and Do M. Effect of an

expansion in private sector provision of contraceptive supplies on horizontal inequity in modern contraceptive use: evidence from Africa and Asia. Int J Equity Health 2011; 10:33.

Olademo O. Healing and women healers in Yoruba

religion and African Christianity. Ilorin Journal of Religious Studies 2012; 2: 53-64.

Pascoe GC. Patient Satisfaction in primary health care: a

literature review and analysis. Evaluation and Program Planning.1983; 3: 185-210.

Umar I, Oche M O and Umar AS. Patient waiting time in

a tertiary health institution in Northern Nigeria. Journal of Public Health and Epidemiology 2011; 3(2): 78-82.

Mohammed S, Bermejo JL, Souares A, Sauerborn R and

Dong H. Assessing responsiveness of health care services within a health insurance scheme in Nigeria: users' perspectives. BMC Health Serv Res. 2013; 13:502.

Onyeajam DJ, Xirasagar S, Khan MM, Hardin JW and

Odutolu O. Antenatal care satisfaction in a developing country: a cross-sectional study from Nigeria. BMC Public Health 2018; 18(1): 368.

Barbosa CD, Balp MM, Kulich K, Germain N and Rofail

DA. Literature review to explore the link between treatment satisfaction and adherence, compliance, and persistence. Patient Prefer Adherence 2012; 6: 39-48.

Okereke E, Aradeon SB. and Yisa I. Reducing Maternal

Mortality by Strengthening Community Maternal Support Systems: Findings from a Qualitative Baseline Study in Northern Nigeria. Afr J Reprod Health. 2016; 20(3): 159-167.

Sixma HJ, Kerssens JJ, Campen CV and Peters L.

Quality of care from the patients' perspective: from theoretical concept to a new measuring instrument. Health Expect.1998; 1(2): 82–95.

Adepoju OO, Opafunso Z and Ajayi M. Primary Health

Care in South West Nigeria: Evaluating service quality and patients' satisfaction. African Journal of Science, Technology, Innovation and Development 2008; 10(1): 13 -19.

Refbacks

  • There are currently no refbacks.