Client satisfaction in a faith-based health network: findings from  a survey in Uganda.

Constance Sibongile Shumba, Kenneth Kabali, Jonathan Miyonga, Jairus Mugadu, Luke Lakidi,
Patrick Kerchan, Tonny Tumwesigye
Uganda Protestant Medical Bureau, 877 Balintuma Road, Mengo, Kampala, Uganda

Abstract
Background: Client satisfaction surveys are important in evaluating quality of the healthcare processes and contribute to health  service improvements by assisting health program managers to develop appropriate strategies. The goal of this study was to  assess clients’ level of satisfaction with services provided by private-not-for-profit member health facilities affiliated to Uganda  Protestant Medical Bureau.

Methods:This was a cross-sectional descriptive study using an interviewer-administered questionnaire conducted in 254/278  (91%) of UPMB member health facilities between 27th  April and 14th July 2014 among 927 clients. The tool measured ten dimensions of the care-seeking experience namely; health facility access; waiting time; health providers; support staff; rights; payments;  facilities and environment; consent; confidentiality; and the overall care seeking experience. Logistic regression was utilised for  multivariate analysis.

Results: Overall client satisfaction was found to be high within the UPMB network (84.2%). Most of the client satisfaction bdimensions were rated above 70% except payments and rights. There was evidence of association with marital status; single/ never married were 3.05 times more likely to be dissatisfied compared to widowed. Clients attending HCIII were less likely to  be dissatisfied compared to those attending HCII (OR=0.51, 95% CI: 0.25-1.05). Post-secondary education (OR=1.79; 95% CI  1.01-3.17), being formally employed (OR=2.78, 95% CI: 0.91-8.48) or unemployed (OR=3.34, 95% CI: 1.00-11.17), attendance  at a hospital (OR=2.15, 95% CI: 1.36- 3.41) were also associated with high dissatisfaction levels with payments.

Conclusion: This study found a high level of satisfaction with services in the UPMB network but recorded low client satisfaction with the dimensions of rights and payments. Health workers should take time to explain rights and entitlement as well as  charges levied to clients.

Keywords: Client satisfaction, faith-based health facilities, health services, quality improvement, Uganda