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A facility-based study of women' satisfaction and perceived quality of reproductive and maternal health services in the Kenya output-based approach voucher program

Oyugi, Boniface, Kioko, Urbanus, Mbugua Kaboro, Stephen, Okumu, Clarice, Ogola-Munene, Sarah, Kalsi, Shaminder, Thiani, Simon, Gikonyo, Shadrack, Korir, Julius, Baltazar, Billy, and others. (2018) A facility-based study of women' satisfaction and perceived quality of reproductive and maternal health services in the Kenya output-based approach voucher program. BMC Pregnancy and childbirth, 18 (310). ISSN 1471-2393. (doi:10.1186/s12884-018-1940-9) (KAR id:68538)


Background: This is a facility-based study designed to assess perceived quality of care and satisfaction of reproductive health services under the output-based approach (OBA) services in Kenya from clients’ perspective.

Method: An exit interview was conducted on 254 clients in public health facilities, non-governmental organizations, faith-based organizations and private facilities in Kitui, Kilifi, Kiambu, and Kisumu counties as well as in the Korogocho and Viwandani slums in Nairobi, Kenya using a 23-item scale questionnaire on quality of reproductive health services. Descriptive analysis, exploratory factor analysis, reliability test, and subgroup analysis using linear regression were performed.

Results: Clients generally had a positive view on staff conduct and healthcare delivery but were neutral on hospital physical facilities, resources, and access to healthcare services. There was a high overall level of satisfaction among the clients with quick service, good handling of complications, and clean hospital stated as some of the reasons that enhanced satisfaction. The County of residence was shown to impact the perception of quality greatly with other social demographic characteristics showing low impact.

Conclusion: Majority of the women perceived the quality of OBA services to be high and were happy with the way healthcare providers were handling birth related complications. The conduct and practice of healthcare workers is an important determinant of client’s perception of quality of reproductive and maternal health services. Findings can be used by health care managers as a guide to evaluate different areas of healthcare delivery and to improve resources and physical facilities that are crucial in elevating clients’ level of satisfaction.

Item Type: Article
DOI/Identification number: 10.1186/s12884-018-1940-9
Uncontrolled keywords: Quality perception, Satisfaction, Output Based Approach, Vouchers, reproductive health
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HM Sociology
Divisions: Divisions > Division for the Study of Law, Society and Social Justice > School of Social Policy, Sociology and Social Research > Centre for Health Services Studies
Depositing User: Boniface Oyugi
Date Deposited: 10 Aug 2018 13:48 UTC
Last Modified: 04 Jul 2023 11:00 UTC
Resource URI: (The current URI for this page, for reference purposes)

University of Kent Author Information

Oyugi, Boniface.

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