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Factores que determinan la satisfacción del cliente con cuidados perinatales hospitalarios en Sri Lanka
Author(s) -
Senarath Upul,
Fernando Dulitha N.,
Rodrigo Ishani
Publication year - 2006
Publication title -
tropical medicine and international health
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.056
H-Index - 114
eISSN - 1365-3156
pISSN - 1360-2276
DOI - 10.1111/j.1365-3156.2006.01698.x
Subject(s) - maternity care , medicine , patient satisfaction , family medicine , cronbach's alpha , tamil , nursing , interpersonal communication , customer satisfaction , health care , psychology , clinical psychology , economics , economic growth , psychometrics , linguistics , philosophy , social psychology , business , marketing
Summary Objectives To describe mothers’ satisfaction with perinatal care received during hospitalization for delivery, and to identify sociodemographic and health‐care‐related factors associated with satisfaction. Method A cross‐sectional study of 446 mother–newborn pairs from five hospitals in Puttalam district, Sri Lanka, was carried out by stratified randomization. Client satisfaction was measured using a 16‐item survey instrument with high internal consistency (Cronbach's α = 0.81), through exit interview. Results The proportion of mothers who were fully satisfied varied from 10.8% to 31.4% for interpersonal aspects, and from 10.1% to 28.9% for technical aspects of care. The satisfaction rates were lower with physical environment (6.1–10.1%) and higher with outcome of care (41.0–48.0%). Multivariate analyses indicated that mothers were more satisfied with the services available from lower level hospitals. Multiparae were more satisfied than primiparae. Determinants of satisfaction included providing immediate mother–newborn contact, information after examination and counselling on family planning. Higher satisfaction with the physical environment was associated with being Moor or Tamil as opposed to Sinhalese and with lower family income. Conclusions The factors associated with client satisfaction identified in this study may be helpful in improving quality of care. Hospital staff should ensure that these are addressed and develop interpersonal relationships, especially with the first‐time mothers and in higher level hospitals. Maternity units of lower level institutions should be upgraded with essential facilities.