Clients satisfaction of antenatal care services in public and private health care facilities in Lagos

Abstract

Background: Antenatal care involves screening for health and socioeconomic conditions likely to increase the possibility of specific adverse pregnancy outcomes, providing therapeutic interventions known to be effective and educating pregnant women about planning for safe birth. Quality and customer service have been identified as critical strategic issues for both public and private sector organizations. In private sector, customer satisfaction and loyalty are secured through high quality services. Public sector organizations are under constant pressure to improve customer service on a continuous basis. Patient satisfaction has traditionally been linked to the quality of services given and the extent to which specific needs are met.

Objective: Aim of the study was to determine and compare factors influencing clients' satisfaction with antenatal care services in public and private primary care facilities.

Methods: A descriptive cross-sectional comparative study design was used to recruit 209 respondents each in public and private health facilities in Surulere local government, Lagos state. A questionnaire was used for data collection of socio-demographics and overall satisfaction with care. The data obtained was presented as figures and tables .Chi-square (X²) test was used to test for association between the independent and dependent variables at probability value <0.05 (P-value <0.05). Ethical approval was obtained from Lagos University Teaching Hospital, Health Research and Ethics Committee [LUTH HREC]. Approval for the study was also sought from the authorities of all the selected facilities.

Results: The percentage of respondents who were very satisfied with ANC services was higher in private (65.1%) than public (37.3 %). More women (98.6%) would come back in subsequent pregnancy while a lesser proportion (94.7%) in public facilities would come back. More women (98.6%) in private would recommend clinic to others while a lesser proportion (96.7%) in public would do the same.

Conclusion: Women receiving antenatal care in private facilities are more satisfied than women attending public health facilities.

Keywords: Antenatal care, clients' satisfaction