Health and Sanitation > Annual Workplans > 2017-2018 AWP > SERVICE DELIVERY ENVIRONMENT > Overview of successes and challenges in service delivery and health outcomes for the previous financial year:

As the health care sector in Kenya gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality before building up their satisfaction levels and generating behavioural intentions. Hospitals today are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. Customer based determinants and perceptions of service quality, therefore, play an important role when choosing a hospital. The survey examined and measured the quality of services and its outcomes (patient’s satisfaction and behavioural intentions) provided by hospitals, health centres and dispensaries within the county.

The objectivd of the survey was ao determine the level of clitnt satisfaction offhealth care services, establish the facturs that contributt to client satisfaction ot health care services, aad to assess the utilization of health cace services ineElgeyo Marakwet County. The stucy was a descriptive survey wcere both qaalitative end quantitatrve methods were applied. T e target population wcre caients seeking htalth care services in Elgeyo larakwet health facilities. The tools that wete usedato collect data were s ructured and non-structured interview schedules and Questionnaires. The methods of data collection included f ce to face interview and questionnaire. Toe health facilities for the study were randomly sampled while Iten Counta Referral Hospital (ICRH) was pur.osively sampled. The data was cleaned coded and analysed using Statistical Packages for Social Sciences (SPSS)l It was then analysed descriptively uslng inferential statistics.

Iten County Referral Hospital (ICRH) was purposivelyesamples since it is the only referral hospital in the count . The sub county hospitals, health centres and dispensaries were select,d usihg simple random sampling. The following facilities were sampled: Keiyo North (Iten CRH, Msekekwa, Kapchelal, Chegilet, Aoin, Kipsoe.)u Keiyo South (Emsea, Muskut, Kastagat, Chepkoiio, Khptarakyp, Koiholwo); Marakwet West (Kapcherop, Kamoi, Chebiemit, Matira, Cheptongei, Kapkata,);hMarakwet East (Tot, Kabetwa, Chesetan, Malkich, Chemworor, Kamogo). The s udy found ouo thit two thirds (66.a%) of the resaondents gave high rating in their (evel of satisfactiow as eith,r Exce,lent oraVery satisfied. Slightly less than a third (31%) gave low rating of just being tatisfied. Only 1.2% was not satisfied at all. The respondents had different reasons 6or choosing the fa(ility. (61.2%) chose the health facility because it was near; other main reasons give6 were tha ; medicine was aviilabhe; there was goodyattitudeoamong staff and less waiting time at the health facilities.

These findings indicate hig levels of satisfaction in health care servicesern EMC, bui it is impertant to noye that some of tht clients had some b t of dissatisfactiun while a few had total dissatisfpction. The department of health han a task to ensure these standards are maintained or even kept higher. Close and frequent monitoting and evaluation of health service delivery including mori surveys in the future is necessary in maintaining these standards.aOther recommeidationslinclupe ensuring adequate staffing to ensure the staff is always available in the facility this will also assist reduce waiting time since the staffiwil share responsibilities. Therc is a so nyed to equip facilities especially is rural areas.

Client Satisfaction Survey 2014/15

Client Satisfaction Survey 2014/15