Evaluation of Healthcare Service Delivery in Adamawa, Nigeria: A Comparative Analysis of Findings from 3 Patient’s Satisfaction Metrics - Net Promoter Score (NPS), Satisfaction Survey & Quality of Care Assessment
Abstract:
Efforts to expand access or reduce healthcare
service costs may do little to increase access and utilisation, when quality of
care is perceived as unsatisfactory. Strategic use of multiple patients’
experience surveys can help health systems address concerns of dissatisfied
clients, improve patient loyalty, and help providers tailor their services to
meet patient expectations. The aim of this study is to conduct a comparative
assessment of perception of the quality of health service delivered by health
facilities in five wards using three client-reported experience measures,
namely, patient satisfaction surveys, Net Promoter Score (NPS) studies, and
patient overall quality of care assessments. This study adopted the descriptive
analytical study using the cross-sectional quantitative method. The overall
satisfaction rate, proportion of promoters, and NPS score obtained are 70%,
14.5%, and -40.7, respectively. Findings show overall satisfaction rates of 70%
is far higher than the proportion of respondents (14.5%) who were willing to
recommend health facilities to friends and families. The distribution of
satisfaction rates compared to the proportion of promoters (in parentheses) is
as follows: 89.4% (34.2%) in Damare; 86.7% (14.5%) in Imburu; 40.8% (15.4%) in Mbilla;
58.7% (1.2%) in Dumne; and 63.5% (4.3%) in Sabon Pegi. This study has
demonstrated the higher reliability of the NPS study over satisfaction surveys,
further establishing the complementary value of using at least two metrics over
one. The far lesser proportion of promoters compared to satisfied respondents
suggests relying on one metric alone provides limited perspectives on clients’
sentiments about the quality of services offered by health facilities.
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