The perception of clients concerning quality health care delivery clinics in a hospital in the core of the Niger Delta.

Allagoa DO1*, Diete-Spiff E1, Agbomojo N1, Max-Alagoa E1
1Federal Medical Centre, Yenagoa, Bayelsa State, Nigeria.
*Correspondence: Dr. Dennis Oju Allagoa; +234 803 310 3626;

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Background: Patients’ perceptions about health services seem to have been largely ignored by health care providers in developing countries. Such perceptions, especially about service quality, might shape confidence and subsequent behaviours with regard to the choice and usage of the available health care facilities. Patient satisfaction is one of the established yardsticks to measure success of the services being provided in the health facilities and it is a critical issue for healthcare providers.
Aims and Objectives: To identify the perception of clients in the health care delivery system in FMC, Yenagoa. The objectives of the study were to identify positive/negative perception by clients in FMC, Yenagoa; to identify those basic infrastructures including personnel that can/cannot deliver quality health care in FMC, Yenagoa; to proffer solutions to the basic needs of clients in improving the health care delivery system in FMC, Yenagoa.
Materials and Methods: The study was a descriptive survey. A modified SERVQUAL model questionnaire assessing service quality including responsiveness, assurance, tangibles, empathy and reliability, otherwise known as RATER was adapted for the study. Data was analysed using the statistical package for social sciences (SPSS), analysis was done using a combination of descriptive and inferential tests.
Results: In this study, 254 (85.2%) were given prompt attention, while 43 (14.4%) stated they were not given prompt attention by the health care providers. Needs were met in 262 (87.3%) of the patients, while the needs of 34 (11.4%) were not met.
Conclusion: Assessing satisfaction of patients is a simple and cost-effective way for evaluation of health delivery services.

Key Words: Patients’ perceptions, Health services, Patient satisfaction, Healthcare providers.

Cite this article: Allagoa DO, Diete-Spiff E, Agbomojo N, Max-Alagoa E. The perception of clients concerning quality health care delivery clinics in a hospital in the core of the Niger Delta. Yen Med J. 2020;2(2):15–19.


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