Abstract:

Introduction: Assessing patients’ perceptions on the quality of health services they receive is an integral part of health service quality management strategies and an important vehicle for improving health services. Zimbabwe has limited data on patients’ perceptions of the quality of maternal and child health services.

Methodology: An analytic cross-sectional study was conducted to determine perceptions of pregnant women attending antenatal care (ANC) on the quality of maternal and child health services at 21 health facilities in 2 out of the 10 provinces. Exit interviews with 190 pregnant women were conducted using a semi-structured questionnaire. Data were analysed using Epi Info, generating measures of central tendency, proportions, bivariate and multivariate analysis.

Results: A majority (84.8%) of participants were satisfied with maternal and child health services. Participants who reported having been given a pleasant welcome [COR=3.37 (1.92 – 5.90)], given clear instructions on how to take medication [COR=2.11 (1.03 – 3.91)], and treated with respect [COR=4.14 (2.37 – 7.33)] were more likely to be satisfied with health services. Patients who visited several departments to get health services were less likely to be satisfied [COR=0.38 (0.19 - 0.67)]. Independent determinants of satisfaction / dissatisfaction include being given a pleasant and warm welcome (AOR=1.38, p=0.01), being treated with respect (AOR=2.14, p=0.03) and visiting several departments to get health services (AOR=0.47, p=0.04).

Discussion: Although a majority of participants reported satisfaction with quality of maternal and child health services, there is room for improvement especially patients’ clinical consultation process and integration of health services.

Keywords: Satisfaction, maternal, child, health services, Zimbabwe.

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