Client Satisfaction with Delivery Service in Debre Markos Referral Hospital, Amhara Region, North Ethiopia

Abstract

Background: Mother’s satisfaction with delivery service is a means of secondary prevention of maternal mortality, since satisfied women may be more likely to adhere to health providers’ recommendations .The care that a mother receives during pregnancy, delivery and soon after childbirth is crucial for her survival and well-being of the child. An increase in the number of mothers who received a satisfactory delivery service will increase the subsequence utilization of health services. Objectives: The objective of this study was to assess the level and factors of client satisfaction with delivery service at Debre Markos Referral Hospital, Amhara Region, North Ethiopia. Methods: The study was conducted at Debre Markos Referral Hospital using a cross-sectional study design from April to June. The total sample size for the study was 422. The sample included all clients who gave birth at the study site during the study period. A structured and pre tested questionnaire was used to collect data. Data was checked, entered and analyzed using SPSS version 16.0 for Windows. Binary and multivariate logistic regression was applied to identify the relative effect of each explanatory variable on the outcome variable. Variables which showed association in multivariate analysis was considered as final predictors of client satisfaction with delivery service. Results: A total of 420 mothers participated in the study making a response rate of 99.5%. The overall client satisfaction level with the delivery services provided at the hospital was 87.6%. Satisfaction was reported to be higher (97.3%) with availability of drugs and supplies and the lower satisfaction report were with the cost paid for service (47.2%). Final predictors of clients satisfaction with delivery service were: fetal outcome (AOR=3.67, 95% CI: 1.65, 8.16); mother’s condition immediately after delivery (AOR=2.24, 95%CI=1.22, 4.11) and feeling being treated with respect (AOR=12.95 95%CI: 4.25, 39.53). Conclusion: This study showed that the overall level of client satisfaction with the delivery services provided at the hospital was found to be high. The lower rate of satisfaction was attributed to the total cost paid for service and diminished privacy and comfort during delivery. The hospital management should make sure that services provided be respectful to their clients and service charge to the hospital to be revised.