Client Satisfaction with the Health Services of Public Hospitals in Bhojpur, Nepal: Comparative Study of Rural and Urban Health Centers

Abstract

Background Client satisfaction is an important tool to measure the gap between client’s expectations versus the actual health service delivered. Clients are an important stakeholder of the entire health care system. Client’s welfare and satisfaction are the core aims of government’s health care system. But, very few studies have been conducted in Nepal to understand the level of satisfaction with the health services. The comparative study of rural and urban health care centers is conducted in Bhojpur district, Nepal. Aim To contribute in improving the quality of health services provided by public health care centers in Nepal by calculating the customer’s level of satisfaction in rural and urban location. Methods An exit interview was conducted with customers who recently took services from public health centers. Semi-structured questionnaire were asked only after receiving consent from respective participants. Mountainous district of Nepal, Bhojpur is the research area for this study. 81 participants were interviewed from rural health centers which included 2 sub-health posts and 2 health posts. 145 participants were interviewed from district hospital located in urban headquarter of a district. This is a cross-sectional study where the questions related to the health facilities and client’s satisfactions were asked. Result This study showed higher level of satisfaction in rural compared to urban in Bhojpur district, Nepal. The demographic variables were not statistically significant to the level of satisfaction as seen in previous client satisfaction studies done in Nepal, or Malaysia. Clients were more satisfied with access, consultation, physical facility and courtesy of service provider in rural health posts as compared to urban. Drug availability, privacy, and consultation satisfaction showed statistically significant spearman correlation as well as multiple linear regressions. Conclusion Clients receiving health services from rural health centers were comparatively satisfied to clients from urban health centers. Clients had higher expectation from district hospital whereas people were highly satisfied with the health services provided in the rural health centers.