Are clients satisfied with communication with health workers? A study among pregnant women attending primary health care centers in Nasarawa State, Nigeria

Ishaku Ara Bako, Stephen Iliya Sasetu, Anna Iyefu Joshua, Grace Nwunuji Rimamnunra

Abstract

An effective communication between health workers and clients is known to improve clients’ perception, compliance, and treatment outcomes. The main objective of this study was to determine the level of client satisfaction with health workers’-client communication among pregnant women attending ANC in selected PHC facilities Nasarawa State.  The study was a cross-sectional design conducted among 450 respondents consenting pregnant women during their ANC sessions. Data was collected using a structured, interviewer-administered structured questionnaire. Analysis was done using SPSS software version 20. Chi-square test and logistic regression were used for the test of significance. Results showed that 132 (29.3%) of the respondents were completely satisfied with client health worker communication. The elements of communication with the highest satisfaction were: explanation of condition to clients: 193 (42.9%); use of appropriate language: 189 (42.0%) and courtesy and respect by the provider: 188 (41.0%).  Conclusion. Clients with a secondary level of education and more were more likely to be satisfied with communication with health workers. There is a need to carry out regular reorientation of PHC workers on communication with clients. (Afr J Reprod Health 2022; 26[6]:55-63).

Full Text:

PDF

References

World Health Organisation. WHO recommendation on effective communication between maternity care providers and women in labour. 2018. Available at https://extranet.who.int/rhl/topics/preconception-pregnancy-childbirth-and-postpartum-care/care-during-childbirth/who-recommendation-effective-communication-between-maternity-care-providers-and-women-labour

Nnebue CC, Ebenebe UE, Adinma ED, Iyoke CA, Obionu CN and Ilika AL. Clients’ knowledge, perception and satisfaction with quality of maternal health care services at the primary health care level in Nnewi, Nigeria. Nigerian Journal of Clinical Practice, 2014; 17 (5):594-601

WHO. The goals with a goal: Health targets for SDG 3. Available at https: // www.Who.int/stg/target/en.

Cossette S, Casa C, Nicholsom C, Maben J, Pope C, Flatley C, Wilkinson C and Tzinggili M. Capacity for problems on the risk of preventable advise events in acute care setting. Canadian Medical Association Journal, 2005; 178 (12): 1555-1562.http:IIdx.doi.org/10.1111/jan.12050

Bako IA, Ukpabi ED and Egwuda L. Utilization of Antenatal and Delivery Services: A Cross Sectional Survey of Mothers in Makurdi, Benue State, Nigeria. Journal of Family Medicine and Community Health ,2017; 4(2): 1104.

Maternal Mortality Estimation Inter-Agency Group. Maternal mortality in 1990-2015. WHO, UNICEF, UNFPA, World Bank Group, and United Nations Population Division Nigeria. Available at https://www.who.int/gho/maternal_health/countries/nga.pdf. Accessed on 26th June 2019.

Wagner JD. Communication Satisfaction of Professional Nurses Working in Selected Public Health Care Services in The City Of Johannesburg. Dissertation submitted as part of requirements for the degree of Master of Arts in Health Studies of the University of South Africa, 2013.

Aghabarari M, Mohammed E and Varvani:-Farahani A. Barriers to Application of Communicative Skills by Nurses in Nurse-Patient Interaction: Nurses and Patients’ Perspective. Iran Journal of Nursing; 2009; 22 (61) :19-31. URL: http://ijn.iums.ac.ir/article-1-735-en.html

Asifere WN, Tessema M and Tebeje B. Clients’ satisfaction with health care providers’ communication and associated factors among pregnant women attending antenatal care in Jimma town public health facilities, Jimma zone, Southwest Ethiopia. Int J Pregn & Chi Birth. 2018;4(5):223‒230.

Melese T, Gebrehiwot Y, Bisetegne D and Habte D. Assessment of client satisfaction in labor and delivery services at a maternity referral hospital in Ethiopia. The Pan African Medical Journal. 2014; 17:76.

doi:10.11604/pamj.2014.17.76.3189

Kate Ndukauba K, Nduka I and Ohuoba AN. Communication barriers in healthcare delivery in Nigeria. Journal of Humanities and Social Science, 2021, 26 (4): 15-22

National Population Commission (NPC) [Nigeria]and ICF. 2019.Nigeria Demographic and Health Survey 2018 Key Indicators Report. Abuja, Nigeria, and Rockville, Maryland, USA: NPC and ICF.

Aghamolaei T and Hasani, L. Communications barriers among Nurse and Elderly patients. Bimonthly Journal of Hormozgan University of Medical Sciences, 2011; 14(4): 312-318

Jepngetich H, Baliddawa J and Kipkulei J. Factors affecting ANC women’s satisfaction with communication skills of health care providers. International Journal of Development and Sustainability, 2013; 2 (3): 2188-2196

Gallagher TH, Waterman AD, Ebers AG, Fraser VJ and Levinson W. Patients' and physicians' attitudes regarding the disclosure of medical errors. Review of literature. JAMA. 2003; 289: 1001-1007

Nasarawa State. Wikipedia. Wikimedia Foundation. Available at: https://en.wikipedia.org/wiki/Nasarawa_State. Accessed on 27th September 2021.

Singa P. Introductive test on Biostatistics. Abdullahi Bello, Debco Investments Ltd, Kaduna, 3rd Edition, 2002. Pg 203-207.

Pelletier D, Green-Demers I, Collerette P and Heberer M. Modeling the communication-satisfaction relationship in hospital patients. SAGE Open Medicine, 2019, vol 7: 1–12

Ashraf M, Ashraf F, Rahman A and Khan R. Assessing women’s satisfaction level with maternity services: Evidence from Pakistan. International Journal of Collaborative Research on Internal Medicine & Public Health. 2012;4(11):1841–1851.

Tay LH, Hegney D and Ang E. Factors affecting effective communication between registered nurses and adult cancer patients in an inpatient setting: A systematic review. Int J Evid Based Healthc. 2011;9:151–64.

Naish J. The route to effective nurse-patient communication. Nurs Times. 1996;92:27–30.

Okeke HC, Bassey P, Oduwole OA and Adindu A. Client characteristics and satisfaction with the quality of primary health-care services in Calabar, Nigeria. Calabar Journal of Health Sciences. 2019;3(1):1-8

Charles C, Gafni A and Whelan T. Decision-making in the physician-patient encounter: revisiting the shared treatment decision making model. Soc Sci Med, 1999; 49: 651-61

Sharew NT, Bizuneh HT, Assefa HK and Habtewold TD. Investigating admitted patients’ satisfaction with nursing care at Debre Berhan Referral Hospital in Ethiopia: a cross-sectional study. BMJ open, 2018, 8(5), e021107. https://doi.org/10.1136/bmjopen-2017-021107

Yan Z, Wan D and Li L. Patient satisfaction in two Chinese provinces: rural and urban differences. Int J Qual Health Care 2011; 23:384-389.

Qasim M, Bashir A, Anees MM, Khalid M and Ghani MU. Socio Economic Effect on Health Seeking Behavior of Women (Review Paper). Advances in Agriculture, Sciences and Engineering Research, 2014, (6): 1646 - 1650.

Refbacks

  • There are currently no refbacks.