A Community-based assessment of quality of health care received and client satisfaction in Lagos, Nigeria.

Abstract

BackgroundQuality of health care and client satisfaction are key elements in improving the performance of health systems. A community-based assessment was conducted to determine the level of client satisfaction and the perception of the quality of services received by citizens of Lagos State. MethodologyA descriptive cross-sectional study using both quantitative and qualitative methods, was conducted in four local government areas of Lagos state selected by multi-stage sampling techniques. The survey instruments included an interviewer- administered, pre-tested questionnaire and a 10-itemed focus group discussion guide. The survey obtained information about quality of the facilities and services. The outcome variables were client satisfaction and service quality. ResultsTwo thousand respondents were recruited with a mean age of 37.6{+/-}10.21 years. Almost all respondents (98%) rated the health facilities to be clean, 96% felt they received effective treatment from their providers. Six out of ten respondents rated the waiting time to be short and 60% felt that most drugs were available. Eight-five percent opined that the quality of care received was good and 95% were satisfied with the services received. There was a significant correlation between quality of care and client satisfaction (r=0.145, p=0.001). Service factors such as perceived effectiveness of treatment received, confidence in health providers and use of higher level of health care were predictive of client satisfaction and good service quality. ConclusionMost clients were satisfied with health services and felt that service quality was good.