Factors determining patients’ satisfaction with health care services at Pumwani Maternity Hospital in Kenya

Abstract

This study aims to identify factors which determine patients’ satisfaction with health care services at
Pumwani Maternity Hospital in Nairobi Kenya. It assessed the client’s satisfaction with health care
services at Pumwani Maternity Hospital in Nairobi, Kenya. A descriptive cross sectional study design was
used, purposive sampling method was applied to select the institution and a sample size of 280 of
postnatal mothers was calculated from a population of 1000 using Fisher’s method. Systematic sampling
was used to select the clients. Patient’s satisfaction on the quality of services offered to them was
determined using observation checklist and structured Likert scale questionnaire for exit interviews to
select clients. Data were collected over a period of 3 months, and both descriptive and inferential analysis
was done. The study shows that despite the high cost services, inadequate staffing and poor sanitation,
the hospital managed to offer quality services that satisfied the majority of clients. The factors identified to
determine patient satisfaction were patient waiting time, attitude of the providers, availability of drugs and
services, affordability of the services, level of staffing and level of cleanliness. The findings would help in
implementation of quality health care and improvement for best results of clients’ satisfaction