Measuring Satisfaction of Health Service Provision among Primary Health Care Seekers in the City of Johannesburg, South Africa

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Authors : Keith Hudson Muloongo



Customer satisfaction is an important element for assessing the quality of patient care services. There is a need to assess the health care systems to assess customer satisfaction as often as possible.


To assess customer satisfaction on services provided in City of Johannesburg healthcare facilities, the study will:

Assess patient satisfaction levels on Patient rights, comprising of values and attitudes, waiting times and cleanliness.

Assess patient satisfaction levels on Patient safety, infection prevention and control.

Assess patient satisfaction levels on Clinical support services, comprising of availability of medicines and supplies.


The survey was a descriptive cross-sectional study. A structured close-ended questionnaire will be used to collect data from 9 965 respondents in 80 COJ health facilities over a period of two weeks. 


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