FACTORS INFLUENCING CLIENTS’ SATISFACTION WITH DELIVERY SERVICE IN HEALTH FACILITIES IN THE SISSALA EAST MUNICIPALITY OF THE UPPER WEST REGION

Abstract

Maternal health care has received great global attention as a result of millions of delivery related mortalities. In the wake of calls for enhanced maternal health care, several factors inform the decision of women to seek delivery services, including their satisfaction with the caregiving processes, which is often not in their best interest. Also, studies on delivery clients’ satisfaction in Ghana including the study area are sparse. This analytical cross-sectional study therefore, examined the determinants clients' satisfaction with delivery services in the Sissala East Municipality. Structured questionnaires were administered among 401 clients. Analysis of data was done using frequencies, chi-square test of association and binary logistic regression model. Level of satisfaction with delivery services was high (80.3%). Also, general satisfaction with structural (64%) and process-related factors (80.3%) was high but clients were dissatisfied with the waiting time. A Chi-square analysis revealed that age, occupation, kind of delivery, structural factors, process factors, and the health facility in which 'respondents delivered had a significant relationship with the dependent variable. Logistic regressions analysis showed that the kind of delivery, structural factors, and process factors were predictors of clients’ satisfaction with delivery services (p<0.05). Also, clients who were satisfied with the structural factors were 1.8 times more likely to be satisfied with delivery services than those unsatisfied with the structural factors. Women who were satisfied with the process-related factors were 32.6 times more likely to be satisfied with the delivery services in general. In conclusion, the study found a high clients’ satisfaction with delivery services and both structural and process-related factors determined satisfaction with delivery services. Interventions such as the free maternal health initiatives and health education on the importance of facility delivery should be intensified for a more comprehensive coverage of clients’ satisfied delivery service in the municipality.