Assessment of client satisfaction among ANC attendants at public health facilities, Bahir Dar town, Ethiopia

Abstract

Background: The primary goal of antenatal care (ANC) is to improve pregnancy outcome and ensure the safe delivery of a healthy infant. It is focused not only on detecting and treating medical, obstetrical conditions but also on providing psychological, social and educational assessment. Low ANC coverage is attributed by some to lack of quality in antenatal care service provided to women. According to EDHS at national level 28% of women received ANC from health professional where the Amhara ANC coverage shows only 26.5%. ANC coverage of Amhara region according to HSDP III was expected to be80% but it is less than 39 percent. This may due to lack of satisfaction since satisfaction is one of the determinants of quality of services. Objectives: To assess the level of satisfaction of ANC Attendants of public health facilities at Bahir Dar town. Methodology: The study was conducted in Amhara National regional state Bahir Dar town. This study used quantitative cross sectional study design. Standard questionnaire was developed for exit interview of pregnant mothers and trained interviewers collected the data. Observation of health facilities and health workers was also done by the principal investigator. Satisfaction score was computed based on a five point Likert scale, ranging from 1 “very satisfied” to 5 “very dissatisfied". Result: From the total sample size 402 clients, response rate was obtained in all 402(100%)clients. One hundred eighty five (46 %) of the respondents were found to have satisfaction level at and above mean score of satisfaction. 217 (54%) clients were found below mean score of satisfaction. Only time spent with HWs and waiting time to get the service found an association in satisfaction after adjusted confounders. Conclusions and recommendation: Generally54% of pregnant mothers who came for ANC service are dissatisfied. Only time spent with health care provider and waiting time were the significant predictors of satisfaction level. So Action to be taken on waiting time and time spent with health care provider, in order to minimize dissatisfaction.