A COMPARATIVE EVALUATION OF CLIENT SATISFACTION WITH HEALTHCARE SERVICE DELIVERY IN TWO LOCAL GOVERNMENT AREAS IN THE NIGER DELTA.

Abstract

Background: The Olobiri Health Programme (OHP), is a flagship project of the Shell Petroleum Development Company in Ogbia LGAs in Bayelsa States (Ogbia and Sagbama). Phase one of the program provided universal health coverage, a remodeled and fully equipped General Hospital in Kolo; fully equipped laboratories in the College of Health Technology, Otuogidi; and solar-powered water treatment facilities for the communities. Phase 2 includes the Oloibiri Health Campus, the Drug Distribution Centre at Emeyal II, a 400-metre Oloibiri access road to the health campus, and the Ogbia Safe Maternal and Infant Care Programme." This study compares client satisfaction at the Intervention LGA (Ogbia) with Sagbama LGA where the intervention was not provided.

Objectives: To compare the quality of care and patient satisfaction with healthcare service delivery among OHP supported health facilities in Ogbia with facilities in Sagbama local government areas (LGA) of Bayelsa State.

Methods: An analytical cross-sectional survey involving 156 facility exit interviews was conducted in three secondary healthcare facilities in the two LGAs. A validated patient satisfaction questionnaire (PSQ-18) comprising 18 questions in six satisfaction domains was administered. Data was collected via Open Data Kit, downloaded as an MS Excel 365 document, and exported to SPSS v25 for data analysis with t-test and ANOVA comparisons (with a p-value set at 0.05).

Results: Overall satisfaction was significantly higher among healthcare facilities supported by the OHP in Ogbia LGA compared to Sagbama LGA (t=3.21; p=0.002). Also higher were technical quality of care (t=3.44; p=0.001), interpersonal manner of the health workers (t=3.07; p=0.003), financial aspects (t=2.58; p=0.005), time spent with the doctor (t=2.01; p=0.046) and accessibility to care (t=2.16; p=0.033). In Ogbia LGA, the highest mean satisfaction was identified among patients at the Otuasega Cottage Hospital. Satisfaction with technical quality was highest in Kolo General Hospital (F=3.97; P=0.03), and satisfaction with communication was highest in Otuasega Cottage Hospital (F=3.62, P=0.04).

Conclusion: Clients accessing care in Ogbia LGA showed significantly higher satisfaction scores than Sagbama LGA. This highlights the role of health system strengthening activities in improving the quality of healthcare service delivery.