Evaluation of Service-Quality Dimensions during Antenatal care in Primary Health Care Centers, Southern Kaduna Senatorial District, Nigeria

Abstract

Shortage of qualified health care providers, weak health systems characterized by deficiencies of functioning equipment and essential medications, attitude of health workers as well as a range of physical, cultural, and financial barriers have been implicated for inaccessibility of quality care to many women. Poor acceptance of antenatal care is due to pervasive poverty, subordinate role of women, low literacy levels and the non-existent social systems in most developing countries. A cross-sectional, descriptive research design was used and a total of 296 respondents (pregnant women) who met the inclusion criteria participated in the study. A multistage sampling technique was used in selecting the required facilities and sample were selected in proportion with the inflow of clients in the facilities. Data were collected with the aid of questionnaires adapted from  Parasuraman etal (1988) and mean of 2.5 was used to ascertain satisfaction on the Likert scales. PHCs in southern Kaduna Senatorial district are
very accessible to the Clients (2.574±0.540) both financially and geographically as well as the opening hours of the clinics. The Clients have full confidence in the health care givers (2.977±0.483). Clients were satisfied with the level of empathy exhibited by the health care givers toward them during antenatal care (3.346±0.688) and that PHCs Centres' care was reliable (3.017±0.346). The mean score (3.043±0.375) shows satisfaction with the responsiveness of the Health care givers to the need of the Clients' during ANC. Clients were satisfied with the general appearance of the health facilities (3.103±0.364).

Keywords: Evaluation, Service, Quality, Dimensions, Antenatal