Abstract:
Background: Client satisfaction is the level of satisfaction that clients experience having used a
service. It was patients’ subjective responses to experienced care mediated by personal preferences
and expectations. Women’s satisfaction with childbirth is partly related to women’s post-partum
adherence to providers’ recommendations. However, not much studies are available that assess the
quality of skilled delivery service in terms of mothers' satisfaction and examining factors that
influence satisfaction on delivery services in Jimma town government health facilities.
Objective: The study assessed satisfaction on skilled delivery service and associated factors among
mothers who gave birth at Jimma town government health facilities, South West Ethiopia, 2014.
Methods: Cross-sectional study was conducted from March 5-May10/2014 in Jimma town
government health facilities. A total of 366 mothers were enrolled in the study. Respondents were
selected by systematic random sampling. In-depth interview was conducted as part of qualitative
data. Interviewer administered structured questionnaires were employed to collect data. Data were
analyzed by using SPSS version 20.0. Bivariable and multiple logistic regression analysis were
applied. The independent variables with p<0.05in multiple analysis were considered as predictors of
delivery service satisfaction. Qualitative data were analyzed by thematic area. 1
Result: In general, 288(78.7%) mothers were satisfied with delivery services. The study found that
mothers who had planned delivery were 2.5 times more likely to be satisfied than those referral
delivery cases (AOR 2.5& 95% CI=1.2-5.6) and mothers who obtained free delivery service were
2.9 times more likely to be satisfied than mothers who paid(AOR=2.9 & 95% CI=1.3-6.4). Mothers
who perceived the toilet is cleaned were 2 times more likely to be satisfied than their counter parts
(AOR=2.0& 95% CI=1.01-3.8) and mothers who felt being treated with respect were 1.7 times more
likely to be satisfied than mothers who did not been respected(AOR=1.7 & 95% CI =1.1-6.8) and
mothers who perceived that their privacy was maintained were 1.5 times more likely to be satisfied
than their counter parts (AOR= 1.5& 95% CI =1.9-9.5).
Conclusion: In this finding, more than three fourth of mothers were satisfied on skilled delivery
services. This study also revealed predictors of satisfaction including planned delivery, free delivery
service, perceived cleanness of toilets, perceived presence of privacy and empathetic interactions of
staffs. As a recommendation, health facilities should take into account mothers' feedback to improve
quality of delivery service.
