PATIENT PERCEPTION AND SATISFACTION WITH HEALTHCARE PROFESSIONALS AT PRIMARY CARE FACILITIES
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Abstract
This study investigated patient perception and satisfaction with healthcare professionals at primary care facilities in selected health facilities in Enugu. It can be concluded from the study that perceived quality of care and satisfaction was high in all the three facilities. Perceived quality of care was highest in the clinic (100%) followed by the health centre (98.1%) and then the hospital (94.3%). Overall satisfaction also followed similar trend – clinic (100%), health centre (94.3%) and hospital (93.2%).
Nonetheless there are aspects of care that need to be improved. The clients’ assessment of certain aspects of communication and responsiveness was low among all the health facilities especially the health centre. The hospital and the health centre experienced stock out of certain essential medicines. The waiting time was less acceptable to the clients of the hospital and the health centre.
Availability of all medicines prescribed in the facility, clients’ perception of discrimination against them due to of lack of money and comfort of the waiting area are the significant predictors of the perception of quality of care. The most significant predictors of satisfaction are overall perception of quality of care and cleanliness of the facility
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