Title: Key determinants of client satisfaction with primary healthcare services

Authors: Shaimaa Ali Mohamed Abd El Fatah; Walaa Ahmed Khairy; Marwa Rashad Salem

Addresses: Public Health and Community Medicine Department, Faculty of Medicine, Cairo University, Egypt ' Public Health and Community Medicine Department, Faculty of Medicine, Cairo University, Egypt ' Public Health and Community Medicine Department, Faculty of Medicine, Cairo University, Egypt

Abstract: Clients satisfaction has long been considered an important component when measuring primary healthcare PHC outcomes and quality of care. The objective of this study is to measure clients' satisfaction with primary healthcare services in El Talbia Family Health Centre (FHC). Through an exploratory cross-sectional facility-based study, 200 clients were interviewed about their degree of satisfaction with services. The data were collected by a pre-tested standardised client satisfaction questionnaire (CS-42) and analysed by SPSS software. Mean age of participants was 29.8 + 7.19 years. The mean of the overall satisfaction score was 0.97+ 0.38 out of 2. The highest mean score of satisfaction for the aspect of services was for affordability (1.72) followed the humanness of staff (1.59). PHC could be recommended as a comprehensive strategy to provide health services in public health. Paying attention to client's satisfaction is a basic step for quality improvement and should be done intermittently.

Keywords: family healthcare; primary healthcare; quality; safety; client satisfaction.

DOI: 10.1504/IJBHR.2018.101574

International Journal of Behavioural and Healthcare Research, 2018 Vol.6 No.3/4, pp.237 - 250

Received: 03 Oct 2018
Accepted: 27 Apr 2019
Published online: 12 Aug 2019 *

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